Omnichannel Social:
The Evolution of Social Customer Service

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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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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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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

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Skills-based Omnichannel Routing

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Voice, Email, Chat, SMS, Social, and Video Channels

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Context Information on Prior Interactions and Self-service

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Interaction Escalation Between Channels

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Real-time Dashboards & Historical Reports

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Omnichannel Agent Interface

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Chat via Website or Mobile App

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Engage in Multiple Chat Sessions

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Transfer or Conference Chats

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Pre-Chat Customer Corms

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Auto-greeting When Agent Accepts Chat

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Web Form for Chat Topic Selection

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Respond to Emails from Multiple Touchpoints

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Natural Language Processing (NLP) Engine

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Visual IVR for Mobile Customers

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Email Relay to CRM

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ACD & Cherry-Picking Email Routing

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