Most contact centers today realize the importance of being connected. They need to be connected to their customers, and they need to ensure that their channels all communicate and align in a way that there are no blind spots, no repetitive processes and no weak spots. Unfortunately, many companies don’t seem to realize – or don’t want to realize – just what being connected actually means.
In a recent video produced to address the topic, Five9 (News - Alert) underscore the importance of ensuring that cloud contact center agents are as connected as their customers, delivering customer support not only over the phone, but through e-mail, chat and social media. “Windy” and “Carl,” two agents with differing approaches to multichannel customer support. Whereas “Carl” has a limited understanding of the channels customers use (think of a rather backwards approach to Twitter (News - Alert) involving a chicken), Windy offers insight into the benefits of an all-in-one multichannel contact center platform that actively brings the channels together to connect with customers in the way they expect. Five 9 Connect is just such a platform.
“It’s much more powerful than traditional multichannel solutions because it’s an actual technology layer that does some pretty amazing things,” says “Windy” in the video. “Like when we get a new post, chat or e-mail, Five9 Connect uses natural language processing to understand the meaning and sentiment behind the customer’s words. It even sorts out spam or non-actionable posts so only real requests can get sorted into categories, like ‘sales,’ ‘marketing’ or ‘support.’ They’re immediately routed to the best agent who can provide the best answer.”
Using the solution, agents can transfer queries in one media to another: for example, e-mails into real-time chats or phone calls if the customer’s issue requires more synchronous handling. The platform is integrated into Five9’s knowledge base, which allows agents quick access to follow-up and support materials that will help bring the customer’s transaction to a successful close.
Supervisor dashboards, which enable managers and supervisors to have access to real-time data about the health of the contact center, monitor all channels and allow call center management to do their jobs from anywhere, even on mobile devices.
To help companies further their knowledge of how to build a connected contact center, Five9 is offering a free e-book entitled, “A Guide to Maximizing Agent Efficiency.” The book may be downloaded here.
Edited by Stefania Viscusi