Five9 Digital Engagement
Seamless omnichannel customer interactions across digital and voice channels.
Executive Summary
Five9 Digital Engagement is a comprehensive solution designed to enable seamless, digital-first customer service across a multitude of channels. It integrates fully with Five9's inbound and outbound voice capabilities, allowing agents to smoothly transition customers between digital and voice interactions for a truly connected customer journey. This ensures a consistent and efficient experience, whether customers are engaging via chat, email, mobile, social media, SMS/text, or video. Part of the broader Five9 cloud contact center platform, Digital Engagement empowers enterprises to elevate their customer experience by providing robust omnichannel tools. It focuses on delivering exceptional service to customers on-the-go, emphasizing mobile engagement and digital-first strategies. The solution also incorporates workflow automation to streamline operations and enhance agent productivity. Five9 offers extensive API capabilities, including RESTful web services using JSON, to facilitate advanced and customized integrations with existing enterprise software and proprietary applications. This flexibility allows businesses to tailor the solution to their specific needs, ensuring data sharing and interoperability within their tech stack. Five9 maintains high security standards, including SOC 2 Type 2 and ISO 27001 certifications, demonstrating a commitment to data protection and compliance.
Use Cases
- Providing digital-first customer support via chat, SMS, and social media.
- Seamlessly transitioning customer interactions from digital channels to voice for complex issues.
- Automating customer service workflows across multiple communication channels.
- Delivering consistent customer experiences across mobile and web platforms.
- Integrating digital engagement with existing CRM and enterprise applications.
Features
Visibility
- Omnichannel Agent Desktop: A unified interface for agents to manage interactions across all digital channels (chat, email, social, SMS, video) and seamlessly transition to voice.
- Supervisor Console: Tools for supervisors to monitor agent performance, manage queues, and gain real-time insights into digital engagement operations.
- Customer Journey View: Provides a complete historical view of customer interactions across all channels, retaining context for personalized service.
Intelligence
- Intelligent Routing: Routes digital interactions to the most appropriate agent based on skills, availability, and customer context.
- Workflow Automation: Automates routine tasks and processes across digital channels to improve efficiency and consistency.
- Sentiment Analysis: Analyzes customer sentiment in digital interactions to prioritize urgent cases and provide proactive support.
Support
- Omnichannel Interaction Management: Manages and optimizes customer interactions across voice, email, mobile, chat, social media, SMS/text, and video.
- Digital-to-Voice Escalation: Enables agents to seamlessly transition customer interactions from digital channels to voice calls while retaining full context.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Security & Compliance
Certifications: SOC 2 Type 2, ISO 27001
Pricing
- Model
- Contact sales for custom pricing and bundles
- Starting Price
- Contact sales
- Target Customer
- Enterprise
- Contract Type
- Annual
About five9
Five9 is a leading provider of cloud contact center (CCaaS) software, empowering organizations to manage customer interactions across various channels. The company leverages AI-driven automation, workforce optimization, and CRM integrations to enhance customer experience and agent productivity for mid-market and enterprise customers.