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Social Customer Service:
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Social Channels Bring In New Leads

Five9 Social delivers advanced social media capabilities for customer service and sales organizations. Reach peak efficiency and get the tools that you need to manage social engagement based on your most critical key performance indicators (KPIs).

Five9 Social empowers customer care agents to respond to problems and issues posted on social channels like Facebook, Twitter, YouTube, blogs, articles, and online communities. Designed for the specific needs of contact centers, Five9 Social enables your team to respond to the social posts that matter most, while allowing you to manage social care based on your traditional contact center KPIs and service-level agreements (SLAs).

Five9 Social provides agents with tools to increase efficiency. Agents can sort queues by last-in-first-out or first-in-first-out, date range, sentiment, business issue, disposition, and relevanace. They can search for posts by a particular author and view a customer’s post history along a panoramic timeline. Five9 Social provides agents with pre-approved responses to commonly asked questions and uses business rules to guide agent response using “next best actions”.

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Organize Posts by Issue

Social posts can be clustered into issues like billing, customer support, and sales. Informing agents about post topic in advance translates to faster customer response times and higher first contact resolution rates.

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Prioritize by Sentiment

Five9 Social automatically scans posts based to determine the author’s mood, making it easy for agents to prioritize responses based on customer sentiment. The Natural Language Processing engine filters out spam in the process.

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Gain Insights from Analytics

Over 20 out-of-the-box reports with popular metrics for adhering to SLAs. View workload summaries through real-time analytics. Observe and coach agents with a real-time supervisor display. Agents can view their own KPIs.

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The Social Strategy Playbook

Learn how to guide your company’s social strategy towards sure success. Take a look at important facts and figures about the way customers interact with companies on social media and find out how to use the social medium of communication to your benefit.

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Datasheet: Five9 Social

Five9 Social gives you peak agent efficiency and the tools you need to manage social engagement based on your most critical key performance indicators (KPIs). Combine Five9 Social with the power of Five9’s integrated voice, chat, email, and mobile applications, and you’ll engage more effectively with customers across all channels while improving control of your contact center operations.

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Five9 Social Customer Service Features

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Sentiment Analysis

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Spam Filtering

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Knowledge Base and Zimbra Integrations

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Rules-Based, Next-Best Actions

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Reporting

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Trending Topics

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Popular Social Networks

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Sorting & Custom Views

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Panoramic Timeline

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Agent KPI & Workgroup Analysis

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Blogs, Articles, Video, & More

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Private Messaging

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Advanced Search

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Rules-Based Routing & Prioritization

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Supervisory Agent Display

Get More Info & Pricing

Gain access to all contact center resources, such as demos, white papers, data sheets, and more.

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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

Industry Leadership

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.

Call 1-800-553-8159 for More Information