Email Customer Care:
Elevate Your Email Response

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Bring Order to the Chaos of Customer Email

Managing email from customers can be chaotic. Five9 brings an end to the disorganization and managing of multiple applications. The Agent Desktop Plus interface includes email along with other customer interaction channels, letting your agents move seamlessly between taking phone calls, responding to social posts, engaging in chats, and responding to emails.

Agent Desktop Plus makes agents’ lives easier by providing “next best actions” that give explicit instructions for processing or escalating responses. Agents also have access to a comprehensive historical view of all interactions with a customer across social, chat, and email channels to inform them and help further personalize the customer service experience.

For supervisors, Five9 includes a comprehensive suite of advanced dashboards and detailed historical reporting, enabling you to monitor real-time agent performance and track contact center adherence to critical KPIs and service-level agreements (SLAs).

Advanced Spam Filtering

Five9 uses a Natural Language Processing (NLP) engine to identify and remove spam and non- actionable emails so that agents can focus on high- value interactions and achieve maximum productivity.

Intelligent Routing

The Natural Language Processing engine mines the text of an email to identify business issues, sentiment, and value to organize and prioritize emails. Business rules then route 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.
Bernie Fraser
Technical Support Director, NetSuite

Datasheet: Omnichannel Powered by Five9

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Omnichannel Contact Center Features

Single Omnichannel Administration Console

Real-Time Dashboards & Historical Reports

Integrated Omnichannel Interface

“Push & Pull” Agent Delivery

Simple Script Pop-Ups for Quick Answers

Advanced Search & Auto URL Reduction

Customer Record, Capture, & Editing

Panoramic History Timeline of Chats

Social Lead Generation

Chat via Website or Mobile App

Engage in Multiple Chat Sessions

Transfer or Conference Chats

Gather Visitor Information

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

Easy-to-Use Administration Tools

Cross-Channel Treading

Social Customer Care

Boost Productivity with Five9

Stop wasting time on manual dialing and managing leads. Five9 Outbound Contact Center automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.

Prospecting

Predictive dialing connects agents only to live prospects, maximizing calling efficiency.

Qualifying

Use list priorities and ratios, so your agents can focus on their most qualified leads.

Nurturing

Automate agent callbacks using the Disposition Timer and redial feature.

Converting

Leverage workflow rules with time-of-day triggers to manage agents and campaigns.

Why Choose Five9

Email Customer Care:
Elevate Your Email Response