Engage with your customers through an interface they are already comfortable and familiar with. Five9 Omnichannel Social gives customers easy access to your business using social messaging applications. The use of social messaging continues to grow in popularity. Social media communication is evolving with people increasingly using social messaging as a communication channel. Meet your customers where they already are by adding social messaging as a contact channel choice.
Social messaging provides many of the benefits of social media, but without many of the challenges. It’s private, so you don’t have to move sensitive conversations to more private channels. Unlike telephone calls or live chat social messaging is asynchronous, so conversations persist if a customer leaves the website or gets disconnected, and there’s always a record of previous exchanges. Social messaging is also mobile friendly and supports multimedia. Even better, studies have found that it’s less costly per interaction than live chat.
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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.
Unified Chat Experience
Agents use a single interface for all chat-based communication channels including web sites, social messaging applications, and text/SMS. Using a common interface increases productivity and reduces training requirements for new hires.
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.