Social Media Contact Center Integration
Engage Customers on Their Channels
Engage with your customers through an interface they are already comfortable and familiar with. Meet your customers where they already are by adding social media integration and chat messaging as a contact channel option.
Consistently Serve Your Customers with Social Messaging
Social messaging provides many of the benefits of social media, but without the challenges. It’s private, so you don’t have to move sensitive conversations to more direct channels. Unlike telephone calls or live chat, social messaging is asynchronous, so conversations persist if a customer leaves the website or gets disconnected. Plus, there’s always a record of previous exchanges. Social messaging is also mobile-friendly and supports various types of multimedia.
Meet Customers Where They Are
Five9 Omnichannel makes it easy to deliver seamless customer journeys to provide an exceptional customer experience.
Natural language processing mines the text of social messages to identify business issues, sentiment, and value,prioritizinges the messages. Intelligent omnichannel routing then delivers the message to the best agent for the issue.
Unified Agent Experience
Agents use a single interface for all chat-based communication channels including social messaging applications, websites, and text/SMS. Using a common interface increases productivity and reduces training requirements for new hires.
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.
Omnichannel Marketing Tracking
Follow and report on every form, text, call, or chat within one platform and close the gaps in your customer data. Help prioritize your omnichannel strategy around every customer interaction and drive your engagement across the complete customer journey. Built to scale your customer experience. Use omnichannel management applications such as real-time and historical reporting, recording, workforce management (WFM), quality monitoring, and CRM integrations.
360 Customer Analytics
Unearth the opportunities hidden within your customer communications and measure their sentiments with recordings, transcriptions, and scoring. Use the easily accessible omnichannel marketing features to automate your insights discovery. Whether you offer online services or a physical store, we can help. With Omnichannel marketing channel compilation and escalation features, you and your team are empowered to create true consumer-forward omnichannel brand experiences from start to finish.
Engage your potential customers quickly with inbound and outbound lead routing and follow-up automation. With our easy to use and convenient interface, you can start your customer conversations faster, more efficiently, and more accurately. Omnichannel campaigns offer you and your customers true integration across channels with automated features such as proactive notifications for appointment reminders, delivery and payment notifications and more via channels of choice including social media, email, mobile apps, SMS/text, video, and chat.
Agent Activity Reporting
Five9 offers real-time dashboards and analytics to better visualize agent activities. This includes live, missed, and queued calls, available agents, and more to keep a consistent experience across all team members. With all this and more, you can generate detailed reports and identify areas for improvement at the touch of a button. In addition, you can add Intelligent Routing to ensure any omnichannel campaign interaction is delivered to the right resource at the right time, every time.
Provide Consistent User Experience
With an omnichannel marketing approach, you can deliver a seamless customer experience across all your digital touchpoints whether you work online or at a brick and mortar location. Regardless of your multichannel marketing approach, customer loyalty and customer retention should be the primary goals. Help your customer service and marketing teams with the ease and convenience of designing helpful and simplistic end-to-end automated omnichannel flows with an intuitive platform that integrates all your marketing channels within our seamless experience platform.
Five9 is a leading provider of CaaS providing omnichannel marketing and software integrations for a seamless customer experience. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Let us help you transform your current processes into one, easy to use platform.