Textel gives your customers the experience they’ve always wanted by extending the Five9 platform to include the gold standard in texting contact center solutions and allowing your agents to get more work done, faster than ever.
Textel solves the gaps in time between texts and ties conversation threads together seamlessly using the Five9 routing features and agent interface to text customers in place of voice and chat. Textel dramatically reduces call volumes and operational costs by deflecting calls to self-service SMS options and allows agents to manage multiple interactions simultaneously. Unprecedented customer engagement and satisfaction are at their fingertips with Textel for Five9.
A wholly-embedded texting solution within the Five9 contact center interface:
Handle multiple 1:1 text messages in Five9’s chat window. Fast-track conversations by using MMS to send pictures, emojis, documents, and hyperlinks.
Get texts to the right agent using skill-based routing and SMS queues connected to all Five9 interaction types. Personalize interactions by sending return customers to the last agent they worked with or provide the entire conversation history to another agent for immediate context.
Self-Service SMS featuring Text IVR and Textbot integration:
Allow customers to quickly resolve questions without an agent using our text IVR. Reach out using textbots, gather and provide information, and transfer conversations to an agent at any time.
Text-centric agent collaboration:
Text conversations follows the agent to maintain continuity of care. Bring additional agents into a text conversation to quickly resolve concerns.