EMAIL

Deliver Great Customer Experiences Through Email

Managing email from customers can be chaotic, especially when your email system isn’t integrated with your other customer contact channels. Five9 Omnichannel Email, part of the Five9 Digital Engagement solution, integrates email and other omnichannel customer interactions into a single agent interface to provide your customers with digital-first omnichannel experiences. Your agents move seamlessly between handling emails, chats, SMS, phone calls, and other customer contact channels. Five9 improves management of your email channel with actionable insights and better control.

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Bring Order to the Chaos of Customer Email

Five9 makes agents’ lives easier by streamlining omnichannel interaction handling and providing “next-best-action” recommendations. Agents also have ready access to a customer’s interaction history and CRM information to understand the customer’s journey and personalize their service experience. Supervisors can even monitor email handling in real time and be ready to help out when needed.

Five9 and Salesforce Are Better Together

Omnichannel Journeys

Five9 Omnichannel makes it easy to deliver seamless customer journeys to provide an exceptional customer experience.

Intelligent Routing

Natural language processing mines the text of an email to identify business issues, sentiment, and value to organize and prioritize emails. Intelligent omnichannel routing then delivers emails to the best agent for the job.

Multiple Touchpoints
Capture and respond to emails from traditional email clients or from web and mobile forms. Five9 will retrieve email data from your site for processing along with other email requests.

Due to the pandemic in 2020, RoundPoint created a specific COVID-19 support page, receiving tens of thousands of interactions through Five9 Visual IVR, and set up between 48,000 and 55,000 forbearance plans in just one month.

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Omnichannel is very important to us because it allows our students to contact us on whichever channel they choose.

Jonathan Harrell

Assistant Vice President of IT, Regent University

Resources to Help You Get Started

Data Sheet

Omnichannel Powered by Five9

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