Overview

Five9 Video, a component of the Five9 Digital Engagement Family, empowers customers to utilize their mobile devices to share live video with agents. This visual interaction enables agents to swiftly diagnose issues, annotate the video feed, and guide customers to solutions in real-time. By addressing problems more efficiently, agents reduce call durations, leading to cost savings and the creation of unique, personalized customer interactions.

Features and Capabilities

• Low Effort, Great Results: Facilitates a visually collaborative environment, reducing effort for both customers and agents, and simplifying issue resolution.
• Omnichannel Journeys: Integrates seamlessly with Five9 Omnichannel, ensuring smooth customer journeys and exceptional experiences.
• Visual Problem Diagnosis: Allows agents to see exactly what customers see, enabling faster and more accurate problem identification and resolution on the first attempt.
• Flexible Escalation to Video: Provides the option to escalate to video interactions when necessary, regardless of the original contact channel.
• Live Video and Rich Communications: Enhances complex interactions, such as medical or financial consultations, by providing real-time visual communication.
• Non-Verbal Cues: Enables unique connections through visual interactions, capturing non-verbal cues that enhance understanding and rapport.
• Improved Agent Performance: Utilizes recorded video calls for quality management, aiding in performance assessments and training.