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Customer Journey Mapping & Tools to Take the Next Best Action

Five9 helps agents understand each customer’s journey with intuitive customer journey tools. Regardless of the channel or channels your customers choose, their history follows them. They may start with an email regarding an issue, follow up with a web chat, and ultimately talk with an agent. At any stage of the journey, the agent has customer journey mapping software for any customer's history. They understand the customer’s journey and are better equipped to fulfill each customer’s expectations.

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Leverage Powerful Tools to Empower Agents and Improve Customer Service

Omnichannel interactions allow contacts to be intelligently routed to the best possible agent based on the customer journey in your call center or contact center and corresponding agent skill. Based on a broad set of customer data across the solution, including self-service interactions and past history, agents are able to determine customer intent and suggest next-best actions. Auditing customer journey tools can seamlessly move the interaction with the customer along and resolve their issue.

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Deliver the Digital-first Omnichannel Experience Your Customers Want

  • Automate Agent Work for Streamlined Service

    Automatically add notes to CRM databases, complete forms, and transcribe and summarize calls for after call work so agents can focus on the customer.

  • Make Sure Your Customers Never Need to Start Over

    Customer journey information is presented to the agent so they can get right to the issue at hand.

  • Easy Channel Switching and Escalation

    Agents can easily change channels and include new channels to create a rich customer experience and solve issues faster.

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95% of consumers say customer service influences their brand loyalty.

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  • Skills-based routing
  • Inbound, outbound, and blended calling
  • Speech-enabled IVR and intelligent virtual assistants
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Pre-built CRM Integrations

  • Salesforce
  • ServiceNow
  • Microsoft
  • Zendesk
  • Oracle Service Cloud
  • Oracle NetSuite

Operate with Efficiency

  • Web callback
  • Call recording
  • Real-time, historical, and custom reporting
  • Agent scripting
  • Post-call surveys
  • Toll-free and local numbers

We’ll help you find the right strategy and products for your evolving business.

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Resources To Help You Get Started

Data Sheet

Five9 Engagement Workflow

Improve self-service, customer engagement, and agent productivity by using this powerful tool.

Data Sheet

Five9 Agent Desktop Plus

Equip agents to provide more personalized customer service by understanding customers’ journey and history prior to their current interaction.

White Paper

Cloud CRM Integrations

We have robust pre-built integrations with leading CRM solutions like Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.


Use real-time data collected from your customers to provide actionable insights for your agents and business.

Explore all our solutions

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Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience

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Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment

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Manage your agents with empathy while delivering impact to the business.

Business Agility