CCaaS for Retail
Transform Your Contact Center into the New Front Door of Your Business
COVID-19 has forced 10 years of behavioral change in 1 year. McKesson found that 75% of Americans changed brands in the first 6 months of the pandemic. Customers want better ways to buy that avoid in-person risks, and their loyalty will shift to those who can meet their needs. Five9 provides your contact center with innovative CCaaS solutions for retail that deliver personalized omnichannel engagement, remote workforce optimization, and innovative uses of AI and workflow automation.
Connect Your Sales Team with Social Shoppers
Connect social shoppers on their channel of choice with your sales team. Social media platforms present new routes to reach people interested in your brand and products.
Take one minute to learn how self-service AI and omnichannel engagement can help turn shoppers into buyers.
Engage your customers on the channel of their choice.
Customers can buy something with a click of a button, but the emotional experience of shopping is what they crave. Take your brand to new levels of customer satisfaction with personalized connections across channels—including video for virtual face-to-face service—that ensure consistency, quality, and continuity.
Read the white paper, Next Generation Retail Contact Centers, to learn what today’s retail customers expect.
Connect On Any Channel
Route customers at any point in the buyer’s journey on the channel of their choice: voice, video, chat, messaging, email, and social.
Personalize Online Shopping
Connect shoppers with face-to-face video service and give agents a screen pop of their online shopping cart.
AI and Chatbots
Offer customers AI chatbots or IVR to answer questions, hear wait times, schedule a queued callback, and more.
Automate Customer Workflows
Use AI to assist agents during customer calls, decrease agent training time, increase agent efficiency, and drive desired outcomes like additional sales and repeat business.
Empower agents to care for your customers across the buyer’s journey.
Agents want to provide exceptional engagement with your customers, but they are distracted by switching between applications and searching for answers. Enable your staff to personalize the conversations and reduce the effort to resolve issues.
Watch Five9 Knows Retail to learn how retailers successfully leverage the Five9 Intelligent Cloud Contact Center.
Work From Home
Make it easy for your team to provide customer service and sales from their homes while having a real-time connection to supervisors and colleagues.
Empower Your Agents
Provide a single pane of glass that centralizes omnichannel conversations, controls, screen pops, and peer presence.
Personalize with Context
Utilize pre-built integrations to your CRM and other key systems to provide customer context, such as the items in their online shopping cart.
Power Up with AI
Use AI to assist agents during customer calls by identifying likely selling opportunities or service issues.
Optimize your virtual sales and service teams, no matter where they are located.
Achieve your sales and service targets while managing remote, onsite, or hybrid teams with performance analytics and quality management solutions. Maintain real-time control, deliver coaching, and ensure your teams meet standards and stay in compliance.
Watch the video of Under Armour’s experience moving to Five9 and its positive impact on their organization.
Prioritize conversations based on your business rules, such as lifetime value, first time buyer, risk of churn, and more.
Tighten customer and supplier relationships with outbound dialing options, and blend inbound and outbound to maximize productivity.
Promote Operational Efficiency
Forecast demand, accurately schedule, and track real-time adherence using best-in-class workforce management.
Increase First Contact Resolution
Use intelligent routing, peer presence, and AI to address issues faster and more effectively.
Gain greater agility while reducing the IT workload.
Lift and shift your contact center to the cloud to gain flexibility and dynamically respond to changes in consumer trends with our modern, reliable cloud architecture.
Watch a video of how Lululemon’s IT administrators benefited from the ease of use of the Five9 Intelligent Cloud Contact Center and our partnership with Oracle.
Move Securely to the Cloud
Enable remote administration while providing a foundation for business continuity that meets PCI DSS, ISO 27001/27002, etc.
Enable a 100% remote workforce worldwide with in-region voice capabilities that optimize your global resources with the highest quality.
Integrate, Extend, and Customize
Access our extensive framework of REST APIs & pre-built connectors to Salesforce and other CRMs. Use our Agent Desktop Toolkit for custom environments.
Offload worries about system maintenance, uptime, and updates to the Five9 24/7 Network Operations Center (NOC).