Turn your Call Centre into an Intelligent Contact Centre...customer value; interaction-specific context & customer intent Better serve customers, increase first contact resolution,

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Turn your Call Centre into an Intelligent Contact CentreDave OgdenRVP Sales EMEAFive9

16th May 2019


Digital transformationis fueling rapid change in customer expectations.


90% of consumers see “great customer experience” a key factor when deciding which company to do business with.

Source: Five9 Customer Service Index 2018


Customers Have A Choice

Very or somewhat unlikely to do business with company if have a poor customer service experience75%

Poor customer service is a deal-breaker47%

Source: Five9 Customer Service Index 2018


What Is an Intelligent Contact Centre?Unlocks customer insights to consistently provide extraordinary experiences for your customers

• Delivers a true omnichannel experience• Arms and empowers agents and supervisors alike

• Integrates systems for better decisions

• Secure, Compliant, Reliable and Scalable


Deliver an Omnichannel ExperienceLet customers engage with an organisation on their terms –anywhere, anytime, over the channel of choice


Empower AgentsOvercome issues with disparate platforms and applications making it difficult to focus on the customer and their needs

• Single integrated desktop that combines CRM, Contact Centre and WFO data for a single view of customer

• Intelligent screen-pop provide journey-aware data focused on customer intent

• Gamification to motivate and reward agents


Empower SupervisorsMonitor KPIs and make process changes based on real-time and historic analysis of agent behavior

• Transparent agent-level metrics with moment-by-moment feedback

• Intuitive visuals for real-time changes • Powerful, actionable reporting to measure what matters


Integrate SystemsWith on-premises solutions, integrations are expensive, require professional services, are a hassle to install and keep current.

The Cloud resolves these issues:

• Out-of-box integrations

• Open APIs

• Non-disruptive real time upgrades


Integrates Systems for Better Informed Decisions W

HAT

CRM

Purchase & service history, preferences and

customer value; interaction-specific

context & customer intent

Better serve customers, increase first contact resolution, decrease average handle time

WFO

Address customer experience issues, request

training & coaching and monitor quality

Increase efficiency and quality, keep agents

engaged

UC

Escalate calls, track interactions with SMEs --

Manage complex cases, increase first

call resolutionWH

Y


Secure, Compliant, Reliable and Scalable

Integration makes compliance easier and defensible:

GDPRPCI …and others

Uptime and elasticity for seasonal variance


How do I get there?


1. Move to the Cloud

How has the use of hosted / cloud technologies effected your business?


2. Tightly Integrate into Your Ecosystem

Create a true omnichannelexperience and reduce customer effort through integration with CRM, WFO and UC

Cloud contact centres handle the integration and maintenance for you so you can focus on your business


3. Get Your Data House in Order – Gateway to AI

Data is the new currency

Unlock previously unused customer data and surface insights for:

• Improved CX • Operational decisions

Collect and store your customer data –voice recordings, CRM, WFO in preparation for AI


Five9 Genius™ the Intelligent Cloud Contact Centre



Thank You

Turn your Call Centre into an Intelligent Contact Centre...customer value; interaction-specific context & customer intent Better serve customers, increase first contact resolution,

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