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.
Five9 Omnichannel makes it easy to deliver seamless customer journeys to provide an exceptional customer experience.
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.
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.
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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
Monthly or annual pricing with no long-term contracts.
Powerful, scalable, and secure cloud solutions.
Recognized by Gartner as a leader in Contact Centers.
Integrate with all the leading CRM packages.
All you need is a computer, a headset, and Internet.