CUSTOMER JOURNEY

Understand each customer journey to provide extraordinary experiences.

Your customers have high expectations when it comes to the service you provide. They want you to know them; provide fast, efficient, accurate service; solve their problem the first time; and let them reach out to your company on the channel of their choice. All of this is attainable if you understand each customer’s journey. The Five9 Intelligent Cloud Contact Center captures these journeys so you can provide your customers with great experiences.

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Provide a More Human Customer Experience

The Five9 Intelligent Cloud Contact Center allows your customers to engage with your contact center any way they want. Whether they connect through the web, email, SMS, chat, voice, or social media, your agents can instantly identify them, understand their past interactions, and get right to the matter at hand. This type of personalized interaction creates happy, loyal customers who will come back to do business with you again – and they may even tell their friends about the great experience they had.

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Give Your Customers the Experience They Expect

Make Sure Your Customers Never Need to Start Over

Customer journey information is presented to the agent so your customers do not have to repeat the reason they are contacting your company and the agent can get right to the issue at hand.

Reach the Best Agent to Meet the Customer’s Needs

Past interactions, customer data, and customer intention are used to guide the customer to the best agent to help them and provide the agent with guidance for the next best action.

Provide Consistent Help Regardless of the Channel Chosen

With digital-first omnichannel engagements, regardless of the channel or channels your customers choose, past interactions are available to the agent for a seamless service experience.

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62.4% of organizations “see the opportunity in evolving their CX transformation strategies to really stand out from competitors.”

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Know Your Customers

Profile information
Journey, past interaction/purchase history, customer value
Current needs
Channel preference

Great Service

Provide fast, efficient, accurate service
Take the extra time for complex interactions
Solve their issue the first time they reach

Customers’ Channel of Choice

Web
Email
SMS
Chat
Voice
Social media

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Resources To Help You Get Started

Data Sheet

Five9 Digital Engagement

Create connected customer journeys across voice, email, chat, SMS, and social messaging channels.

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Data Sheet

Omnichannel Powered by Five9

Empower your agents to deliver a tailored and seamless customer experience on your customers’ channel of choice.

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Data Sheet

CRM Overview: The Five9 Intelligent Contact Center Integrates with CRM

Integrate your CRM system with the Five9 cloud contact center solution to deliver better customer experiences while optimizing your business processes.

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