Five9

The Five9 Intelligent Cloud Contact Centre provides digital engagement, analytics, workflow automation, workforce optimisation, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centres increase productivity, be agile, boost revenue, and create customer trust and loyalty.

The Five9 integration to Kustomer combines contact centre controls natively in a single, intuitive user interface to capture, view, manage, and share every customer interaction throughout the customer journey. Enterprises of all sizes and industries use the combined solution to utilise the power of real time customer data to drive greater business results – increasing agent productivity and improving customer service.

Single-Pane Agent Solution

Agents no longer have to switch between applications and their CRM to address customer concerns. The Five9 integration offers cloud contact centre capabilities that allow your customers to engage with the best agent, at the right time, to deliver the right results for your business. The solution helps you empower your agents to provide a more human customer service experience today’s consumers expect. Five9 provides a single consistent experience optimised for your Kustomer environment, minimising the learning curve and empowering agents to focus on the customer rather than the screen.

Route Customer Interactions to the Right Resource – Anywhere in the World

The Five9 Intelligent Cloud Contact Centre routing capabilities give your company control over inbound interactions including voice, email, SMS, chat, and social messaging apps. With Five9 skills-based routing along with customer information from the Five9 Kustomer integration, you can determine customer intent and route the customer to the right resource to help them continue their customer journey. In addition, these insights are delivered to the agent so they understand customer intent and can begin helping from the first moment of contact.

Seamless Omnichannel Integration

Five9 screen pops blend directly into the Kustomer environment, giving agents a complete picture of each problem before they engage the customer. Five9 also puts the customer’s entire contact history at the agent’s fingertips so they can better understand the customer’s needs and better fulfil their omnichannel expectations across voice, email, SMS, chat, and social messaging apps.

Powerful Outbound Dialer

Integrated into Kustomer, the Five9 solution brings powerful outbound dialer capabilities to your organisation. The Five9 Predictive Dialer automates outbound dialling – blending proactive outbound customer calls with inbound phone traffic. Five9 supports predictive, power, progressive, preview, and TCPA manual touch dialling.

Embedded Supervisor Solution

Five9 embeds key supervisor capabilities into Kustomer to make it easy for administrators and supervisors to play an active role in the quality of ongoing operations with agents. Supervisors can now configure events such as time on break or monitor agents and launch the entire Five9 supervisor desktop for more involved situations.

Better Insights

Five9 provides real-time analytics and tracks KPIs on all customer interactions so organisations can see the results of their efforts and better manage staff resources. Contact centre managers can create customised reports at regular intervals or on an ad hoc basis in real-time. Agents can understand business expectations and their performance. Supervisors can use real-time data to adjust queues and make smarter, more informed decisions.

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