SR14 Release Overview

Contact centre managers have a tough job. You have to meet performance goals while controlling costs and delivering a great customer experience. At the same time customers are more connected than ever before. They expect your agents to be able to connect with them across all channels on the phone, through social networks, by email, and in live chat sessions. Yet most contact centre solutions don't have the intelligence your team needs to meet the demands of today's connected customer. Your agents are drowning in information as they try to sort through a blizzard of calls, posts, emails, and chat requests, all while you struggle to manage monitor and report on the growing number of conversations not only through voice but also through social mobile, chat, and email channels. Five9 now enables you to engage with more customers on more channels through our native social chat and email applications. Unlike traditional multi-channel solutions our apps are powered by an innovative technology layer called Five9 connect. When a new post, chat, or email, is received Five9 connect uses natural language processing to uncover the meaning and sentiment behind the customer's words. It then removes spam and non actionable posts and source requests into categories like sales marketing and support. That enables it to route requests to the best agent who can provide the best answer. Using our Five9 multi-channel desktop agents can access a new suite of tools to help them respond through any medium they can switch easily between phone calls, social interactions, chats, and emails. They can sort, and filter requests, search customer histories, even transfer social and email messages into real-time chats or phone calls for faster follow up and response. A powerful new feature called Advanced Search uses Five9 connect to determine the meaning and context of a tweet chat or email...