Over the years, the best Five9 contact center features have evolved drastically.
As a pioneer in the CCaaS space, Five9 has proven its commitment to helping businesses unlock the benefits of greater customer satisfaction and loyalty.
The wide range of capabilities offered by Five9 has even positioned the vendor as a leader on major market reports, like the Gartner 2023 CCaaS Magic Quadrant. Combining the latest innovations in artificial intelligence with a highly customizable and scalable platform, Five9 gives companies from all industries a serious competitive edge in the contact center.
The question is, which phenomenal features of the Five9 CCaaS platform will have the biggest impact on your CX metrics? Today, we’re sharing our list of the most disruptive capabilities business leaders can access to transform their customer experience strategy.
The Top Five9 Contact Center Features for CX
Five9’s robust cloud-based contact center platform promises businesses a scalable solution for customer service and sales. It offers everything from intelligent interactive voice response to workforce optimization and state-of-the-art reporting.
While virtually every aspect of this CCaaS platform can positively impact your business results, the following features could be particularly valuable to CX leaders in the years ahead.
1. Robust Five9 Contact Center Omnichannel Capabilities
The omnichannel contact center has become a must-have in today’s CX landscape. Consumers don’t just want to interact with companies across all the channels they already use. They also want a guaranteed “consistent” experience on every platform.
Five9 makes it easy for businesses to deliver unified experiences across voice and video and various other digital channels, such as email, SMS, social media, and chat. Moreover, the company invests in “multimodal” experiences for every user. For instance, across all digital channels, customers can now send links, audio files, documents, images, and videos to agents.
Users can also add their location to messages, giving agents more context when solving queries. Plus, businesses can build comprehensive inbound, outbound, and blended campaigns across various channels with integrated automation capabilities.
2. AI Knowledge Consolidation
Data is a crucial part of contact center success. The more information companies have about customer journeys, employee performance, and call quality, the more they can optimize their CX strategy. Unfortunately, managing and using data effectively can be complicated in a world of increasingly complex customer interactions.
As part of its strategy to create more fluid contact center experiences, Five9 is investing in solutions that help consolidate and unify crucial data in a single environment. Business users can easily import outbound calling lists and contact details into the contact center.
They can also align their contact center with valuable data from the CRM with built-in integrations for solutions like Salesforce. Five9 even recently started experimenting with a new “AI knowledge distiller” solution, which allows businesses to pull data from every point in the customer journey.
The solution will use artificial intelligence to collect data from applications like SharePoint, Google Drive, and more and convert raw information into meaningful, actionable insights.
3. Five9 Agent Assistant Tools
Agent assist technology has grown increasingly valuable in recent years as employees tackle more complex customer conversations in hybrid and remote work. Five9’s Agent Assist tools utilize the latest AI innovation to guide and support team members wherever they are.
Companies can build practical AI solutions using Five9’s no-code/low-code platform and immediately leverage AI-powered insights from interactions. The agent assistant tools can offer real-time guidance to improve agent script adherence, quality scores, CSAT rates, and compliance.
Plus, various automation features are built-in to reduce average handling time and boost agent engagement. For instance, real-time transcription prevents agents from having to focus all of their time on notetaking so they can concentrate on delivering valuable experiences.
4. Generative AI for Agent Productivity
Like many of the leaders in the contact center market today, Five9 has begun exploring the benefits of Generative AI for agent productivity and CX. Leveraging GPT technologies from OpenAI, Five9 created two powerful tools for customer service teams.
The first solution, AI Insights, combines generative AI with real-time transcription. This allows agents to interpret customer conversations rapidly. Plus, it ensures discussions can be categorized into different groups, making it easier to follow up on opportunities.
AI Summaries, on the other hand, augments Five9’s existing agent assistant tools by automatically summarizing interaction transcripts and publishing them straight to the CRM. This ensures agents have the data to personalize interactions without adding to their daily workload.
5. Native Workflow Automation
Improving agent productivity is one of the best ways to enhance CX scores. The more efficient, engaged, and productive your team members are, the more effective they’ll be at serving customers. Five9’s native workflow automation provides companies with a simple way to streamline employee activities, unlocking opportunities for every role.
With Five9, companies can create unique workflows via an intuitive low-code/no-code platform, with complete access to their data across the cloud. More than 50 pre-built connections to popular business applications are available, such as Salesforce and Google Cloud.
Plus, Five9 customers have complete control over their triggers and automation strategies. Companies can use these tools to ensure customers are assigned to the right employees based on their skills or to orchestrate more effective omnichannel interactions. The opportunities are endless.
6. Employee Engagement and Workflow Management
Just as agent productivity and customer experience are closely aligned, employee experience and CX are also connected. Five9 even found that 90% of contact centers worldwide are now focusing more heavily on agent experience to improve their CX scores.
Five9’s contact center platform comes brimming with valuable features to empower and augment employees. For instance, there are built-in WFO (Workforce optimization) tools to help companies make the most out of their human resources and boost productivity.
Companies can leverage insights into employee engagement with robust reporting features and analytical tools. Plus, Five9 even supports gamification to help business leaders keep teams motivated with rewards, competitions, and fun challenges.
7. Five9 Contact Center Analytics
As mentioned above, in-depth analytics are often crucial to any contact center. However, many companies are still reliant on third-party tools for recording and analyzing information. Five9’s platform, on the other hand, builds comprehensive reporting software into the solution.
With Five9, companies can track and monitor performance based on their unique needs, analyzing various KPIs with real-time dashboards and historical reports. Five9 offers powerful BI tools with intuitive data visualizations and total flexibility.
Companies can dive deeper into their metrics with sentiment and conversation analysis tools powered by natural language processing. The in-depth interaction analysis tools can track trends and issues, automate quality management, and deliver meaningful guidance for CX optimization.
8. Quality Assurance
Just as it’s essential to monitor the core CX metrics in your business with AI-driven tools and reporting features, it’s also crucial to keep a close eye on conversation quality. Five9’s Quality Management tools help companies understand the whole experience their customers receive across all channels.
With these resources, companies can record voice and screen information across all platforms for training, compliance, and QA purposes. You can monitor agent interactions in real time and deliver behind-the-scenes coaching when necessary. Plus, there’s an option to create flexible evaluation forms for different agent insights.
Five9 even allows companies to embed their quality management tools within their CRM interface to gather more data about the customer journey in one unified space.
9. Dedicated Desktops for Agents and Supervisors
In today’s evolving workspace, there’s no such thing as a one-size-fits-all agent desktop. Employees in the modern world have a lot of information and tasks to keep track of every day. The more complex their desktop, the more likely they’ll struggle to deliver consistent CX results.
Five9 offers dedicated, customizable desktops for both agents and supervisors. The cloud-based agent desktop integrates with CRMs to provide a complete view of the customer journey. It also offers access to WFO functionality and a unified backend for customer interactions.
The Supervisor dashboard, on the other hand, allows managers and supervisors to monitor agent performance quickly and effectively by channel. You can track your entire team in one place, reach out and help agents with incidents in real time, and even set up multi-conditional notifications.
10. Powerful Self-Service Solutions
Today’s customers expect to have an opportunity to address issues themselves before reaching out to agents. While numerous add-on tools and solutions companies can use to deliver self-service, a built-in toolkit in the contact center helps streamline the technology stack.
Five9 has no-code and low-code building tools for creating bots and virtual agents that assist with many customer conversations. Moreover, these virtual agents can seamlessly pass conversations to human employees based on various triggers.
There’s even the option for companies to create human-sounding robots with powerful text-to-speech technology. Plus, you can create custom voices for your brand at a fraction of the cost of hiring voice actors. Five9’s speech recognition technology can enhance IVR systems and ensure customers are rapidly directed to the best agents for their CX needs.
11. Five9 Contact Center Partnerships
Companies often rely on several distributed tools to deliver exceptional CX in the complex contact center landscape. Even using comprehensive platforms like Five9, many organizations still need to integrate their contact center with other tools and resources.
Five9’s flexible cloud-based platform and its strong relationships with a wide range of partners ensure organizations can build the bespoke CCaaS solutions they need. Five9 offers a range of APIs and SDKs to choose from, as well as native connectors.
The company even works closely with partners in its CX marketplace to offer businesses vertical and industry-specific packages for their CX needs.
12. UC and CRM Integration
Speaking of bringing numerous parts of the business technology stack together, the Five9 contact center is ideal for tech alignment. Five9’s UCaaS solution, for instance, allows companies to connect their contact center with leading collaboration tools.
You can instantly access integrations with Microsoft Teams, Nextiva, Zoom Phone, and even RingCentral, bringing your front-end and back-end teams together. The solutions even support click-to-call collaboration and a consolidated employee directory.
Plus, Five9 offers integrations with automation capabilities for CRM solutions such as Salesforce, ServiceNow, and Zendesk. This ensures every agent can access all the data and resources they need without leaving their contact center desktop.
Exploring the Best Five9 Contact Center Features
With the latest Five9 contact center features, companies can access more than just an incredible solution for enhanced CX. Five9’s focus on unifying agent and customer experience, leveraging the latest intuitive technology, and empowering teams with automation is changing the CCaaS space.
The company’s incredible selection of tools and resources ensures businesses can accomplish more with less, leveraging a unified landscape and a consolidated view of customer data. As the company continues to innovate, the Five9 contact center has the potential to become one of the most valuable tools in the evolving CX space.
If you’re looking for a way to compete in the modern world of customer experience without compromising efficiency, productivity, and agent engagement, Five9 could have the contact center you need.
