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.

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Omnichannel Journeys

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

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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.

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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

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

Industry Leadership

Monthly or annual pricing with no long-term contracts.


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.

Call 1-800-553-8159 for More Information