Overview

Five9's Workflow Automation is a low-code, visually intuitive platform designed to enhance contact center operations by seamlessly connecting customer data across various cloud applications, from CRM systems to billing platforms. This integration enables real-time management of critical customer events and data flow between systems, facilitating intelligent workflows without the need for custom IT integrations. By automating processes, Five9 empowers businesses to move swiftly from intelligence to action, thereby improving customer experience and operational efficiency.

Features and Capabilities

• Pre-built Integrations: Access to over 50 pre-built connections to popular business applications accelerates system integration, allowing for real-time data aggregation and seamless coordination of customer experience functionalities.
• Automated Workflows: Create intelligent, automated workflows that respond in a coordinated manner across Five9 and other business systems, delivering consistent outcomes and reducing manual processes.
• Agent Skill Assignment: Automatically move agents between skills to assist with overflow traffic on phone and digital channels based on service-level agreements, ensuring efficient resource utilization.
• Omnichannel Orchestration: Proactively reach out to customers with contextual notifications and digital outreach across various channels, including SMS, email, and more, to create a holistic customer experience.
• Task Automation: Enhance agent productivity by automating time-consuming manual processes, allowing agents to focus more on customer needs.
• SLA Compliance: Set up inbound communication with mandatory-response SLAs and receive notifications during off-hours via call, email, and SMS, with forwarding to on-call resources, to prevent SLA violations.