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Five9 Connect Helps Prioritize Incoming Multichannel Customer Traffic

July 08, 2014

By Tracey E. Schelmetic,
TMCnet Contributor

Contact centers today are increasing the number of channels through which customers may contact them. It’s not out of generosity, per se, but out of a strong need to meet customers where they are. The average customer today expects to be able to start a transaction in one channel – e-mail, for example – and continue it in another with no loss of knowledge or a need to start all over again. In fact, the number of transactions today in which customers use two or more channels is increasing.

As channels have proliferated, so too has confusion in the contact center. The days of considering one contact a single transaction and its conclusion an indication that the transaction is complete are long gone.  In addition to telephone, customers are heavily relying on channels such as chat, e-mail, social media and mobile Web and apps. A successful customer interaction transaction today may involve one or all of these channels. It’s no wonder that many contact centers are becoming hopelessly confused.

In order to keep key performance indicators up, contact centers today are finding it necessary to play a priority game that many are losing. Successful contact centers require the ability to prioritize, route and assign requests in an intelligent manner to resolve issues quicker and improve conversion rates, according to a recent blog post by Five9’s (News - Alert) Liz Osborn.

To this end, Five9 recently introduced its new native multichannel applications for email, chat, social and mobile. Driven by a new technology layer called Five9 Connect, the applications allow agents to move seamlessly between social media, mobile care, live chat, email, and voice calls without confusion, dropped interactions and the need for customers to repeat themselves, which is a huge source of customer frustration and discontent.

The Five9 Connect layer is responsible for the categorization and sorting of the transactions. It uses a reliable natural language processing engine to determine the customer’s goals and sentiment, filter and put the transactions into the correct categories so agents can handle them faster and more efficiently, and eliminating spam.  A business rules and routing engine prioritizes and directs incoming interactions based on the contact center’s specific business policies and needs. (So as your needs change, so too can the way your incoming traffic is handled.)

The ultimate goal is to help contact centers understand what’s critical, relevant and trending; decide how to prioritize, route and assign requests; and quickly resolve issues and improve conversion rates. It’s a way of making sure that each critical incoming customer request is handled quickly and efficiently, boosting first-contact resolution rates and customer satisfaction while keeping costs down, enabling agents to do more with less. 

Edited by Stefania Viscusi