Omnichannel Email:
Deliver Extraordinary Email Customer Experiences
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Bring Order to the Chaos of Customer Email
Managing email from customers can be chaotic, especially when your email system isn’t integrated with your other customer contact channels. Five9 integrates email and other omnichannel customer interactions into a single agent interface. Your agents move seamlessly between handling phone calls, chats, emails, and other customer contact channels.
Five9 improves management of your email channel with actionable insights and better control. Email interactions are delivered to agents using the same intelligent omnichannel routing capabilities used for phone calls and other customer contacts. You also have the option of letting agents “cherry-pick” customer emails to handle, if that works better for your operation. Omnichannel dashboards and reports give detailed visibility into critical KPIs and SLAs for the email channel and across all customer contacts.
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.


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.
No matter what concept we come up with, Five9 seems to have a solution for it.
Datasheet: Omnichannel Powered by Five9
Learn how Five9 equips your contact center to provide exceptional omnichannel service and create experiences your customers will love.
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Omnichannel Contact Center Features

Skills-based Omnichannel Routing

Voice, Email, Chat, SMS, Social, and Video Channels

Context Information on Prior Interactions and Self-service

Interaction Escalation Between Channels

Real-time Dashboards & Historical Reports

Omnichannel Agent Interface

Chat via Website or Mobile App

Engage in Multiple Chat Sessions

Transfer or Conference Chats

Pre-Chat Customer Corms

Auto-greeting When Agent Accepts Chat

Web Form for Chat Topic Selection

Respond to Emails from Multiple Touchpoints

Natural Language Processing (NLP) Engine

Visual IVR for Mobile Customers

Email Relay to CRM

ACD & Cherry-Picking Email Routing
Why Choose Five9

Simple Pricing
Monthly or annual pricing with no long-term contracts.

Reliability
Powerful, scalable, and secure cloud solutions.

Industry Leadership
Recognized by Gartner as a leader in Contact Centers.

CRM Integration
Integrate with all the leading CRM packages.

Cloud Platform
All you need is a computer, a headset, and Internet.