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Five9 Contact Center
NEXT-LEVEL CONTACT CENTER SOFTWARE
Five9 can help your business evolve
Colaborative Intelligence
Combine the human element of agent service with AI and automation to unleash the potential of your workforce. Help agents be more productive and give your customers more choice.
Practical AI
Reduce costs while increasing productivity with practical applications of AI. Enable customer self-service options with Five9 Intelligent Virtual Agent and provide real-time coaching with Agent Assist to deliver immediate results.
Workforce Optimization
Implementing the right workforce optimization (WFO) solution can help your call center increase ROI, save money, boost agent productivity, improve first-contact resolution and increase conversion rates.
Choice of Channels
Let your customers choose how to connect with you - whether by voice, email, chat, SMS or social messaging - with engagement solutions. Their previous interactions follow them, regardless of the channel they use to reach out.
The result is a more efficient, proactive workforce - and an elevated customer experience.
CUSTOMER EXPERIENCE
Delight your customers and drive loyalty by meeting their needs on every touchpoint.
VOICE
Enable the most popular method of communications so customers can get their issues addressed by a human with unparalleled voice quality on a global scale.
VIDEO
Shorten resolution times and create better experiences by letting your customers show and share their problems with agents in real time.
Provide agents with advanced search capabilities to quickly identify issues for resolution and easily include attachments in the response.
CHAT
Enable chat for customers who still want to communicate with a human but prefer not to use
a voice channel to resolve their issue.
SOCIAL
Automate the process of interacting with your socially engaged customers to ensure prompt
and consistent responses.
SMS/TEXT
Extend customer service to mobile devices for anywhere, anytime communications.
MESSAGING
Provide a unified interface for handling all message-based interactions including SMS
and social messaging.
MOBILE
Extend IVR self-service visually on mobile devices while delivering a consistent customer experience whether they are using a voice or visual channel.
AGENT EMPOWERMENT
Collect the information, ID the caller and drive intent that agents need to more effectively manage every interaction.
IVR
Integrate easily with other systems, including CRMs, to route the call to the best skilled agent, to determine customer intent, and present customer information.
IVA
Use advanced customer intention identification and speech-based self-service to make it easier for customers to get support through your automated system.
Digital Engagement
Use all the digital channels your customers want by designing a customer workflow from self-service to disposition.
Routing
Set up skills-based routing flows and rules that leverage data, service content and customer intent.
CRM
Leverage pre-built integrations with every leading CRM solution to empower agents with the customer data they need on their desktop.
Unified Communications
Enable agents to improve first contact resolution by easily engaging subject matter experts for assistance with prebuilt integrations.
Agent Desktop
Provide agents with a complete picture of the customer's context, history and journey across all communications.
Agent Assist
Guide agents to scripted responses, valuable information and other personalized help using AI-driven assistance.
Business Agility
Post interaction analysis and insights advance business intelligence, agent training and the customer experience.
Reporting
Get actionable insights to measure and manage performance against goals using real-time and historical reporting.
Dashboard
Maximize everyone's contribution to success by aligning efforts across KPIs and SLAs to understand exactly where performance stands.
Workflow Automation
Make changes to workflows and improve processes quickly with cloud-based contact center tools.
Workforce Optimization
Manage your entire contact center more efficiently, streamline your operations and deliver exceptional customer experiences.
Workforce Management
Leverage deep insights to ensure accurate forecasting, optimal agent scheduling, real-time adherence and improved productivity.
Quality Management
Recreate entire interactions so supervisors can monitor agent performance and offer guidance to help them provide better experiences.
Analytics
Get a clear view of your contact center moment by moment, 24/7, with real-time and historical data visualizations.
Performance Management
Establish goals, assess performance, communicate results and provide the necessary coaching agents need.