MABC understands that the contact center has become the front door for many businesses. To help meet their customers’ heightened expectations, MABC has partnered with Five9 as a Certified Reseller. This will enable us to help businesses transform their contact centers to empower agents to deliver a more personalized customer experience.
“Five9’s Contact Center as a Service (CCaaS) is the customer engagement platform of the future that is transforming how businesses connect with their customers,” said Greg Miller, Vice President of MABC. “The addition of Five9 into our solutions portfolio is a natural fit that will deliver even more value to our customers.”
Customer Experience
With intelligent routing, the Five9 Intelligent Cloud Contact Center helps agents understand each customer’s journey. Regardless of the channel or channels your customers choose, their history follows them. They may start with an email regarding an issue, follow up with a web chat, and ultimately talk with an agent. At any stage of the journey the agent has the entire customer history at their fingertips, making them better equipped to fulfill each customer’s expectations.
With Five9 Engagement Workflow, “screen pops” give agents the information they need to personalize the customer’s experience, potentially turning routine service calls into revenue-generating opportunities. Customers can also serve themselves through speech-enabled IVR and visual IVR on mobile devices, freeing agents to focus their attention on high-value interactions.
Agent Empowerment
Five9 also offers pre-built call center integrations with leading CRM solutions – Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk – creating a seamless and powerful combination of telephony capabilities that deliver improved customer experiences while making your agents more efficient.
Omnichannel interactions allow contacts to be intelligently routed to the best possible agent based on the customer journey and corresponding agent skill. Based on a broad set of customer data across the solution, including self-service interactions and past history, agents are able to determine customer intent and suggest next best actions to seamlessly move along the interaction with the customer and resolve their issue.
The omnichannel capability also allows agents to answer emails one minute and take calls the next. With Five9 Agent Desktop your agents can use a single screen to do their job. No need to tab back and forth between applications – everything is in one place.
Five9 Agent Assist harnesses the power of AI, ML, and NLP technologies to provide real-time intelligence and automation to help your team become more effective and productive. Empowered by relevant information and the next-best actions, agents can focus on customers rather than technology. Your leadership teams gain instant visibility into trends in the contact center to optimize performance.
As a Certified Reseller, MABC implements and supports Five9 Contact Center solutions and tools to quickly provide your customers with the type of intuitive, personalized, and human experience they want.
Contact us today to schedule a complementary consultation at Portsmouth: (757) 673-2200, Richmond: (804) 273-6500, DC/MD/NOVA: (301) 882.7760 or info@mabc.com.