Driven by a passion to transform contact centres into customer engagement centres of excellence, Five9 offers global end-to-end solutions through Wavenet, that provide digital engagement, analytics, workforce optimisation, AI and automation to increase agent productivity and deliver tangible business results.
Contact centres are increasingly seeking ways to offer more engaging customers experiences across a range of communication channels.
With 24/7 self-service accessibility, Five9 IVA enables customers to solve their queries without involving live agents – from simple password resets to more sophisticated tasks like setting appointments.
Features and benefits
Reduce service costs by offloading low-value interactions
24/7, on-the-go access
Intelligent self-service across voice and digital channels
Seamless handoff from self-service to live agents
Single, unified platform
IVA calculator for instant insight into potential savings
Agent Assist is the intelligent solution to an enhanced agent and customer experience. Leveraging cutting-edge AI, Agent Assist provides agents with real-time prompts, guidance and reminders during customer calls – dramatically improving customer experience, team performance and business outcomes.
By automatically suggesting the next-best action to take, agents are empowered to address a range of different issues, learn in the moment and make changes without delay.
Features and benefits
Instant training on compliance, RT reminders and objection handling
Cost savings with faster call wrap-up and automated post-call admin
Increased upselling with AI-based opportunity detection and automatic cues
Improved CSAT with faster query resolution
Analytics reporting for actionable insights
Enhanced compliance
Five9’s Quality Management helps contact centres gain a full understanding of their customer experience by recording and analysing interactions across all communication channels.
By enabling contact centres to focus their efforts on the “best” interactions to review, Quality Management improves the effectiveness of agent performance, highlighting areas for development and enhancing their quality of service.
Features and benefits
Monitor agent interactions in real time
Evaluate performance across a range of interaction types and channel
Identify areas for improvement and deploy targeted coaching
Drive continuous improvement and consistent communication
Boost confidence in the quality process
AI Insights drives enhanced business value and optimum customer experience, using data-driven analytics to meet and exceed customer needs.
Using AI-powered conversation analysis and end-to-end journey analytics, contact centres can uncover themes, identify opportunities for automation and capture call drivers for prioritisation.
Features and benefits
AI-generated insights to help prioritise customer issues and identify growth opportunities
Central analytics dashboard to monitor, measure, and identify trends for faster resolution
Fast identification of agent-customer interaction anomalies for targeted training
Easy management of call volume, escalations and agent workforce at peak times
Automatic call transcription that condenses into an impact score
Together, Wavenet and Five9 can help you accelerate growth by making every customer interaction more personalised, seamless, and connected throughout the entire journey - delivering industry-leading experiences, proactive engagement, increased satisfaction, loyalty, and business growth.
As a leading provider of cloud contact centre solutions, Five9 and Wavenet have proven experience in helping organisations enhance their customer experience and drive outcomes.
With an all-in-one cloud solution that spans chat, AI, quality management and more, Five9’s platform gives the truest sense of what makes a modern contact centre tick – enabling businesses to streamline their operations, leverage the practical powers of AI and engage with customers across all communication channels.
