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.