Contact Center Resources: Get to Know the Five9 Cloud
Five9’s cloud contact center solution provides greater flexibility at a fraction of the cost of on-premise systems. Find out how Five9 can activate your business.
This infographic shows how integrating Microsoft Teams and the Five9 Intelligent Cloud Contact Center allows your agents to deliver more seamless customer service and increase first contact resolution.
This infographic shows how integrating Microsoft Dynamics and the Five9 Intelligent Cloud Contact Center allows you to deliver a more human customer service experience though a single-pane customer service and sales platform.
Workforce optimization tools enable you to engage agents wherever they work to enhance staffing, performance, coaching, and management. Improve customer experiences, engage and empower agents, and boost your bottom line.
Leverage workflow automation to streamline your operations, boost efficiency, and improve process consistency in your contact center. Workflow automation empowers employees, eliminates repetitive work, improves revenues, and provides a better customer experience.
Closing the metrics gap means not only identifying the right metrics to measure success but committing to an end-to-end CX metrics strategy for voice of customer and agent performance.
Most customers prefer self-service when they need support. Give them immediate answers and quick service with intelligent virtual agents (IVAs) that can provide a more human customer service experience while making a positive impact on your bottom line.
From understanding what customers value most when they need assistance from your business to providing the type of service and support that inspires loyalty, it’s important to know what makes today’s customers tick.
Meeting the needs of today’s customers starts with rethinking your business capabilities. Find out why moving to a cloud contact center is the logical path forward in a 21st-century marketplace.
80% of customers say the experience a company provides is as important as its products and services. See how the right technology creates great agent experiences that empower them to deliver great customer experiences.
Agent assistance technology provides your agents with real-time transcriptions and summaries, targeted guidance, and knowledge base integration so they can provide exceptional customer experiences. Practical artificial intelligence (AI) improves average handle time, resolves issues faster, and improves your bottom line.
If you’re still using IVR technology that was developed 30 years ago, you’re likely no longer providing the level of self-service that customers expect. You’re also missing out on opportunities to increase your automation rates and reduce service costs.
It’s hard to imagine an industry more affected by COVID-19 than healthcare. Frost & Sullivan surveyed healthcare decision makers to discover how they’ve handled substantial change to their contact center strategies since early 2020.
Five9 helps you deliver exceptional customer experiences while modernizing your contact center through the power and agility of the Five9 Intelligent Cloud Contact Center.
Explore nine innovative customer touchpoints to enhance customer-centric moments. From platforms that encompass a wide approach, such as social media platforms to those that empower 1:1 engagement, learn about opportunities to enhance your strategy.
The Five9 Customer Service Index 2020 provides data and insights to help businesses better meet their customers’ changing needs and expectations. For the 2020 study, over 1,000 survey respondents were prompted to base their responses on how their attitudes changed and the impact of the COVID-19 pandemic.
Distributing the COVID-19 vaccine to consumers is a critical step to overcoming the pandemic. They want to know when, where, and how to get their shots. Consumers have a lot of questions and expect the organizations administering vaccines to provide timely information and services across many different support channels. Effectively communicating with them is a major challenge, but doing it right is important for ending the pandemic, safeguarding consumers, and building loyalty.
Who’s answering your calls? Do your callers reach a self-service system powered by interactive voice response (IVR)? If so, you probably know there’s much more powerful technology out there that can provide a better customer experience.
In this eBook, we explore what customers really want from your business, how the right cloud contact center technology enables you to provide more human experiences across every aspect of their journey, and how these experiences can help you build their loyalty.
Distributing the COVID-19 vaccine to consumers is a critical step to overcoming the pandemic. They want to know when, where, and how to get their shots. Consumers have a lot of questions and expect the organizations administering vaccines to provide timely information and services across many different support channels. Effectively communicating with them is a major challenge, but doing it right is important for ending the pandemic, safeguarding consumers, and building loyalty.
Even with the best communication technologies in your arsenal, customers can have fragmented, poor experiences. When employees in customer-facing departments can’t collaborate in real time, organizations face an uphill challenge to deliver seamless customer interactions. Despite the surge in unified communications, many firms haven’t integrated it with their contact centers.
Intelligent virtual agents (IVAs) that leverage natural language technology can effectively handle routine contact center tasks while delivering more conversational self-service to customers. The entire experience requires less effort, which research has shown can have a major impact on customer loyalty. This eBook describes the many other benefits of natural language IVAs and provides a framework for realizing those results in your own contact center.
Having a unified contact center is critical to a company’s success and the ability to provide customers with the exceptional service and support experiences they expect.
Consumers have become accustomed to getting help from their personal virtual assistants, and they now increasingly prefer self-service options when contacting businesses.
The following customer stories and quotes highlight the challenges our customers have faced, and share how Five9 helped them achieve their business objectives - creating valuable partnerships and delivering exceptional experiences to their customers along the way.
Five9 delivers the most trusted and reliable cloud contact center proven to unlock customer intelligence and insights that empower agents and organizations to deliver extraordinary customer experiences in a digital era.
Today’s customers expect your brand to have the technology to deliver seamless, connected experiences across channels (phone, email, webchat, SMS, social media, and video) that save them time and provide accurate, timely resolutions to sales or service inquiries. This eBook explains how to deliver the digital-first omnichannel experiences customers want so you can meet their expectations, win their business, and sustain their loyalty.
The contact center is your company’s new front door, and providing a consistently exceptional customer experience is essential. But set against a fast-moving technology backdrop, where does your business stand when it comes to CX maturity? How ready is your organization to capitalize on powerful new solutions that make it possible to completely reimagine CX and realize real results?
Distributing the COVID-19 vaccine to consumers is a critical step to overcoming the pandemic. They want to know when, where, and how to get their shots. Consumers have a lot of questions and expect the organizations administering vaccines to provide timely information and services across many different support channels. Effectively communicating with them is a major challenge, but doing it right is important for ending the pandemic, safeguarding consumers, and building loyalty.
The success of your contact center relies on the metrics displayed and shared with key stakeholders. It’s not enough to just say “things are doing great” and move on. Managers must be provided with reports in order to conduct proper analysis of what is working and what isn’t. Share the success and improve upon the issues that have been identified. Read this playbook to learn more!
Contact center managers are tasked with the challenge of balancing staffing levels while maintaining profitability. You want to ensure your contact center is staffed accordingly to deliver a great customer experience. In order to do so, you must look at ways to improve the workload of your agents and optimize their schedules. Read this playbook to learn more!
Delivering a great customer experience starts with your agents but, more importantly, how they are trained. Agents must be empowered to succeed and that all starts within your business. When a new agent is hired, it’s important that they are properly onboarded, trained, and coached for continuous development. Read this playbook to learn more!
Customers today are more demanding than ever and expect nothing less than exceptional customer service when interacting with your business. Agents are on the frontline to deliver brand value and the customer experience starts with them. In addition to having essential tech and people skills, they must also understand how to react and solve complex situations when they face them.
Many contact centers encounter roadblocks on the road to pursuing operational excellence. Factors like data consolidation, information access, operational visibility, management, and employee engagement often present serious challenges. Five9 Performance Dashboard helps your operation break through theses roadblocks to deliver excellent customer experiences.
The Five9 UC Integration with Zoom Phone enables agents to quickly connect with experts, conference them in, or transfer the call directly to answer the customer’s question.
Five9 Workforce Optimization (WFO) solution is powered by Verint, helping organizations of all sizes reach their strategic goals by providing better insight into one of your most valuable enterprise resources – the contact center.
Five9 Enterprise Workforce Management (WFM) provides a powerful tool to strategically manage your workforce in the contact center to ensure maximum productivity while meeting the scheduling needs of your agents.
Collaboration tools continue to evolve, and the cloud has become an avenue for businesses to select best-of-breed technologies to power their contact centers. With Five9 and RingCentral, agents are empowered to utilize internal subject matter experts (SMEs) across the organization to accelerate resolutions and improve the customer service experience.
Five9 Professional Services is a team of trusted advisors committed to your success that provides expert guidance at every step of your journey. They work with you to create a contact center that expertly meets your organization’s specific business requirements while exceeding expectations.
The Five9 Outbound Contact Center uses automated dialers to triple your productivity and improve contact ratios. Advanced campaign management and reporting tools make management a breeze.
Five9 supports the Oracle Digital Assistant (ODA) through the Five9 Adapter for Oracle B2B Service and B2C Service solutions. ODA works seamlessly within the Five9 adapter to interpret the user’s intent, automate processes, and deliver contextual responses to a voice or text command.
Getting your contact center up and running is a great achievement, but it shouldn’t just stop there. It’s not simply a one size fits all model, and there are always areas for improvement. With Five9 Optimization Services you can maximize your contact center investment by finding ways to improve both the agent and customer experience.
The Five9 omnichannel solution helps you empower your agents to deliver a tailored and seamless customer experience on your customers’ channel of choice.