Bring Order to the Chaos of Customer Email
Managing email from customers can be chaotic. Five9 brings an end to the disorganisation and managing of multiple applications. The Agent Desktop Plus interface includes email along with other customer interaction channels, letting your agents move seamlessly between taking phone calls, responding to social posts, engaging in chats and responding to emails.
Agent Desktop Plus, powered by Five9 Connect, makes agents’ lives easier by automatically triggering scripts to guide responses and providing “next best actions” that give explicit instructions for processing or escalating responses. Agents also have access to a comprehensive historical view of all interactions with a customer across social, chat and email channels to inform them and help further personalise the customer service experience.
For supervisors, Five9 Connect includes a comprehensive suite of advanced dashboards and detailed historical reporting, enabling you to monitor real-time agent performance and track contact centre adherence to critical KPIs and Service-Level Agreements (SLAs).