Are you learning about workflow automation and looking for software that can help you automate work for you and your business?
This article is for you, it will discuss the main products of Five9 Workflow Automation, from which you can consider before deciding to choose it or not.
What is Five9 Workflow Automation?
Five9 Workflow Automation connects your Five9 call center with other work tools to give customers a great experience. It gathers information, gives you a full view of your data and how things are working, and automates tasks across different systems.
Five9 Workflow Automation can:
- Make work easier: Let agents spend less time on simple, repetitive tasks and complex manual processes by using automation instead of human action.
- Make an ‘exceptional’ routine: Replace manual processes that have inconsistent results with automation that always produces good results.
- Set you up for success: Five9 experts will work with you to find the best ways to use automation and teach you how to create more on your own.
Product Overview of Five9 Workflow Automation
Below are the main products of Five9 Workflow Automation. Let’s explore!
Customer Service
Five9 Intelligent Cloud Contact Center helps workers focus on people, not the tools they use. Our call center recording software makes customer service better by linking all the parts of a customer’s experience. Learn more about Five9 workflow automation software for automated call handling.
Customer Journey Mapping
Omnichannel interactions mean calls are smartly sent to the best agent, based on the customer’s experience in your call center and the agent’s skills.
Using a lot of customer data, including past interactions and history, agents can figure out what the customer wants and suggest the best next steps. Auditing customer journey tools help move the conversation along and solve the customer’s problem.
Features:
- Automate Agent Work for Smoother Service: Automatically add notes to CRM databases, fill out forms, and create summaries of calls so agents can focus on the customer.
- Make Sure Your Customers Never Have to Start Over: Agents see the customer’s journey so they can get right to the problem.
- Easy Channel Switching and Escalation: Agents can easily change communication channels to create a good experience and solve problems faster.
Intelligent Call Routing Software
Five9 smartly connects customers to the best agent, no matter where they are in the world, based on your business rules and customer information.
This call center software can grow to meet the needs of your business while still taking care of your customers. Use AI, chatbots, automation, and other tools to make customers happier and make things easier for agents.
Features:
- Five9 Intelligent Virtual Agent: Let customers help themselves and gather information over the phone or on their mobile device.
- Omnichannel: Give your service and sales teams the ability to talk to customers through all channels (voice, email, text, web chat, video, social media) from one place.
- Remote Control: Use different tools to monitor queues and agents, listen in on calls, capture screens, and record audio.
Five9 Inbound Contact Center
Give great customer service by using Five9 Inbound Cloud Contact or call center software to connect your customers to the best agent every time. Five9 Engagement Workflow lets you give personalized service by sending customers to the right agents and automatically giving agents information about the customer before they talk.
Customers can help themselves through voice and visual IVR on mobile devices, so agents can focus on more important interactions. Five9 “screen pops” give agents the information they need to make the customer’s experience personal and maybe turn regular service calls into chances to make more money.
- Omnichannel Routing: Send customers to the best agents based on your own rules.
- Intelligent IVR: Let customers help themselves over the phone with speech-enabled IVR or on a mobile device with visual IVR.
- Screen Pop: Automatically show customer information to agents so they can help better and give personalized experiences.
Digital Customer Engagement Platform
Five9 Digital Customer Engagement platform helps you help your customers across many different channels – the ones they use now and the ones they might use in the future. People use voice, email, text, web chat, video, and social media to talk to companies, and they expect to have a smooth experience when they switch between these channels.
With Five9, customers’ past interactions follow them no matter how they contact you, so you can give them a great experience.
Features:
- Digital-First Customer Experiences: Give great customer experiences across phone calls, self-service, messaging, email, video, and mobile.
- Omnichannel Made Easy: Five9 is online, so it’s easy to set up and upgrade, it can grow with your needs, and it costs less than systems you have to install yourself.
- Improve Agent Productivity: Connect customers to the best agent for their problem and give agents suggestions on what to do next.
Agent Support
Five9 Intelligent Cloud Contact Center helps your workers focus on people, not the tools they use, so they can give great service by tracking each customer’s experience over time and across different ways of communicating.
Five9 UC Integrations
Five9 works with popular communication tools, so agents can easily find experts in your company and talk to them to help answer customer questions.
With our solutions, agents can quickly find the right expert, see if they’re available, and contact them with one click. Having access to these experts helps agents solve problems faster and make customers happier.
Agents can find experts in other departments and call, transfer, or have a conference call with them instantly. Give your call center agents the confidence to work with others in your company and improve the customer experience.
Features:
- Enhanced Connection: With a combined contact center and unified communications directory, agents can see who’s available to help right away.
- Silo-Free, Toll-Free: Agents can easily call, transfer, or have a conference call with anyone in the company without extra charges.
- Best of Everything: With Five9, you can use the best communication tools without giving up the great features of a top contact center.
Customer Relationship Management
Five9 works with popular CRM tools like Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk. This makes calling features and CRM work seamlessly together to give customers a better experience and make your agents’ work easier.
Use Five9’s powerful integrations to get the most out of your existing tools, improve agent productivity, make things easier for users, and give your company an edge over competitors.
Customer Journey Tools
Omnichannel interactions mean calls are smartly sent to the best agent, based on the customer’s experience in your call center and the agent’s skills.
Using a lot of customer data, including past interactions and history, agents can figure out what the customer wants and suggest the best next steps. Checking customer journey tools help move the conversation along and solve the customer’s problem.
Features:
- Automate Agent Work for Smoother Service: Automatically add notes, fill out forms, and make summaries of calls so agents can focus on the customer.
- Make Sure Your Customers Never Have to Start Over: Agents see the customer’s journey so they can get right to the problem.
- Easy Channel Switching and Escalation: Agents can easily change communication channels to create a good experience and solve problems faster.
Agent Desktop
Five9 Agent Desktop is a simple and easy-to-use tool for agents to give customers a personal experience. It’s online and ready to use right away, so your team can start making a difference quickly.
By connecting to popular CRM tools, Agent Desktop gives agents a full picture of the customer’s journey and important information when customers contact the call center. This helps agents give great customer service.
Features:
- Same Great Experience: Whether you use Five9 Agent Desktop Plus or a pre-built CRM integration, you get the same great tools to help your agents give excellent customer service.
- Flexible Toolkit: The Five9 Agent Desktop Toolkit has a lot of tools to help you add agent features to your own or other CRM systems.
- Unlock WFO Functionality: Help agents work better and improve their performance with tools to view schedules, request time off, and more, all without leaving their desktop app.
- Single Intuitive Desktop: With Five9 Agent Desktop Plus, agents use just one screen to do their job, so they can focus on the customer, not their computer.
Agent Assist
The last Five9 Workflow Automation tool that I want to share with you is Agent Assist. It uses AI, ML, and NLP to give your team smart tools and automation in real time, making them better and more efficient at their jobs.
With the right information and suggestions on what to do next, agents can focus on customers and give them a more personal experience. Your managers also get a clear view of what’s happening in the call center to help them improve performance.
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