Reduce Transfers. Resolve Faster.
Customers get frustrated when they’re routed to the wrong agent or stuck waiting for answers. Every delay costs time, money, and trust.
With Five9 Intelligent Routing you have control over how and when your agents are matched with customers. With Five9 Genius Routing, you gain even more dynamic matching capabilities that consider granular agent characteristics, dynamic, AI-infused proficiency levels, nuanced customer intents, and progressive queuing. This gives you precise control to ensure interactions are driven to the right agent and SLAs are maximized.
Understand Customer Intent and Route Interactions Anywhere in The World
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Improved Agent Utilization
Make the most of every agent by matching them to the interactions they handle best. Improve efficiency and performance across your business.
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More Accurate Routing
Deliver faster, more accurate resolutions with Genius Routing that connects each customer to the right agent the first time.
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Consistent Service Levels
Maintain service levels and customer satisfaction even during peak demand with intelligent, adaptive queuing.
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Open and Future-Ready
Easily integrate with existing systems and third-party AI to evolve and optimize your routing logic as your business grows.
81% of all customers attempt to take care of matters themselves before reaching out to a live representative.
- Top CX Trends for CIOs to Watch, Gartner
Flexible
- Skills-based routing
- Inbound, outbound, and blended calling
- Speech-enabled IVR and intelligent virtual agents
- CTI screen pop
- Caller identification
Pre-built CRM Integrations
- Salesforce
- ServiceNow
- Microsoft
- Oracle
- Zendesk
Operate with Efficiency
- Web callback
- Call recording
- Screen recording
- Real-time, historical, and custom reporting
- Agent scripting
- Post-call surveys
- Toll-free and local numbers
Resources To Help You Get Started
Five9 Inbound Contact Center
Intelligently route customers to the right resource anywhere in the world to help them continue their journey.
Five9 Engagement Workflow
Equip agents to provide more personalized customer service by understanding customers’ journey and history prior to their current interaction.
Omnichannel powered by Five9
Empower your agents to deliver a tailored and seamless customer experience on your customers’ channel of choice.
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Business
Agility
Manage your agents with empathy while delivering impact to the business.
