According to a recent survey, over 30% of customers claimed they would discontinue doing business with a company if their customer service expectations aren’t met. In normal conditions, handling big amounts of queries is a major undertaking, but businesses are feeling the pinch as a result of COVID-19’s increased support volume and labor shortages at many contact centers.
Many companies still use antiquated technology in their contact centers, relying mostly on the phone and synchronous, session-based chat. COVID-19 is uncovering the inherent weaknesses in these technologies. These challenges can be resolved without adding excessive overhead by using a modern, digital platform to manage your contact center.
Five9 is a major provider of digital enterprise cloud contact center software, bringing the power of cloud innovation to businesses and supporting more than three billion customer contacts each year. Five9 offers end-to-end solutions to boost agent efficiency and achieve real-time results. The Five9 platform is built to deliver great tailored customer experiences and is dependable, secure, compliant, and scalable.
Five9 has been helping clients reinvent their customer experience journey and improve their bottom line. The company uses an Intelligent Cloud Contact Center that allows corporate users to engage customers on their preferred channel, streamline processes, and leverage the power of practical AI, automation, and the cloud to boost business agility and surpass customer expectations.
In today’s highly competitive market, combining business and emotional intelligence is more important than ever. Five9 has emerged to be the top cloud contact center software vendor. The company is motivated by a desire to transform contact centers into world-class customer engagement centers, as well as a thorough grasp of the costs and complexities of running a contact center. It works with contact centers of all sizes to help them build strong customer relationships.
During an interview, Rowan Trollope, CEO of Five9 said, “So most customers are unhappy with the general state of customer service? Not those customers that have moved on to the Five9 platform. Now, what is it that people don’t like about customer service? Well, one, they don’t like waiting on hold.”
He continued, “I love my job. We have a big company here that’s thriving. And there needs to be one person that sort of has that mantle. But at the end of the day, it’s really about the team, not about me, and that’s what I tend to focus on.”
One of the most amazing features of Five9’s technology is that its software improves client interactions while also enhancing contact center productivity. This all happens without the high upfront costs and ongoing maintenance of premise-based solutions. The company is laser-focused on designing, installing, and maintaining an easy-to-use, full cloud contact center solution, based on hundreds of customer implementations.
Today, contact center agents are using Five9 to develop more productive client encounters. Five9 helps its clients to manage omnichannel customer interactions including call, SMS, chat, email, social media, video, and more.
Five9’s solutions have a flexible architecture that allows it to adapt to its clients’ changing needs. Companies may turn agent seats on and off as needed, saving time and money on infrastructure maintenance while focusing on converting encounters into brand loyalty.
The company’s state-of-the-art solutions allow its clients to gain access to a large network of collaborators. Now it has been made easier to integrate leading customer relationship management (CRM), analytics, workforce management, performance management, and telephony providers with the Five9 cloud contact center platform.
To improve operations, optimize use, and produce better business outcomes, experts and Five9 take the time to understand the customers’ needs, adapting deployments to their needs and performing data collecting and analytics.
It’s more crucial than ever to actually listen to your consumers, understand their requirements, and respond compassionately. It entails anticipating your clients’ needs and providing individualized service with empathy and intelligence. It’s vital to put emotional intelligence at the center of your customer communications if you want to build strong bonds that lead to loyalty.
With digital interaction recording and analytics, performance management, quality management, gamification, and more, call centers can now expertly manage agents. It is now easier to attract, engage, motivate, retain, and scale the best agents in the world for your contact center.
The modern contact center has many moving elements, and supervisors and contact center managers face a challenging task in managing them. Managing your contact center isn’t so difficult when you have the correct tools. A company can create exceptional client experiences by having a properly staffed contact center with engaged and empowered personnel. Five9 Workforce Optimization (WFO) is a solution to this problem. Five9 provides top-notch workforce optimization customized to its client’s specific requirements
Five9 provides a different approach to finding the best WFO solution for its clients. The company provides Five9 WFO natively, as well as partnering with other industry leaders like Verint, to ensure providing a solution that genuinely matches the needs of its clients. Five9 manages each WFO solution, from installation and configuration to maintenance and upgrades to the latest features.
Five9’s solutions are meant to improve agent performance, which further leads to improved customer satisfaction and efficiency. Multi-channel evaluations, real-time agent desktop monitoring and assistance, and automated scoring and evaluation selection all help to improve agent performance. Using Five9’s latest tech upgrades, customer conversations and agent screens can be recorded in real-time and stored in encrypted storage.
With precise multi-skill, multi-channel forecasts and timetables, real-time adherence, intraday monitoring, and more, companies can optimize their workforce.
Five9, which was founded in 2001, has been at the forefront of the cloud revolution in contact centers. Five9 quickly gained traction as contact centers realized the Internet’s potential and began seeking alternatives to traditional, premise-based systems. Since then, Five9 has been the go-to cloud vendor.
For many businesses, the contact center is the front door to their customers’ minds. It is particularly true now more than ever. Five9 helps to modernize its clients’ contact centers so that it can satisfy consumers’ rising expectations while also engaging and empowering agents to create more human experiences.