Five9 Enables Comprehensive Digital-First Omnichannel Experiences for Leading Enterprises
30 Março 2021 - 10:00AM
Business Wire
RoundPoint Mortgage Servicing Corporation, one
of the nation’s largest non-bank mortgage servicing companies, is
helping connect more customers to their business by providing the
ability to engage over the customers’ channel of choice.
Five9, Inc. (NASDAQ: FIVN), an industry-leading provider of the
intelligent cloud contact center is working with leading
enterprises to transform their business and reimagine their
customer experience by allowing customers to seamlessly communicate
with companies using the channel and/or channels of their choice.
The latest customer to take advantage of these capabilities is
RoundPoint Mortgage Servicing Corporation (Roundpoint) who are
working with Five9 to digitally transform their business for a more
modern approach to customer service.
“Five9 Digital Engagement enables organizations to be more
available and connected than ever before,” said Dan Burkland,
President, Five9. “The key to exceeding customers’ expectations is
meeting them on their terms – when and how they wish to communicate
with you. Our solutions create exceptional digital-first
experiences that delight customers and drive brand loyalty by
meeting their needs at every touchpoint.”
The Five9 Intelligent Cloud Contact Center makes it easy for
businesses to engage customers on their terms and to quickly
provide the type of intuitive, personalized, and more human
experience they want. This allows agents to seamlessly follow the
customer’s journey regardless of the way in which they choose to
engage. The Five9 solutions also ensure that as the customers
change their channel of engagement, the context is not lost for the
agent, meaning a more seamless experience for the customer and a
more informed experience for the agent.
Prior to Five9 , RoundPoint had an on-premises telephony
solution that lacked the features and capabilities they required to
meet their vision of delivering meaningful value to their customers
for all things home. Their previous solution had insufficient
reporting functionality, offered no real-time statistics, did not
scale properly, did not have a predictive dialer and did not offer
the ability to seamlessly service customers using the channel or
channels they chose.
That’s why RoundPoint turned to Five9 to help. As part of the
deployment, some of the key channels that Five9 has enabled for the
mortgage company include:
- Voice: Enable the most popular method of communication
so customers can get their issues addressed by a live agent with
unparalleled voice quality on a global scale.
- Chat: Enable chat for customers who still want to
communicate with a human but prefer not to use a voice channel to
resolve their issue.
- Video: Shorten resolution times and create better
experiences by letting your customers show and share their problems
with agents in real time.
- Email: Provide agents with advanced search capabilities
to quickly identify issues for resolution and easily include
attachments with the response.
- Visual IVR: Extend IVR self-service visually on mobile
devices to deliver a consistent customer experience whether they
are using a voice or a visual channel.
- Messaging: Provide a unified interface to handle all
message-based interactions including SMS and social messaging.
- Social Media: Automate the process of monitoring social
media feeds to ensure prompt and consistent responses if
needed.
Since adopting the Five9 Intelligent Cloud Contact Center,
Roundpoint now offers omnichannel customer service, which saves an
average two to three minutes per chat or email interaction. In
addition, RoundPoint has added the ability to handle off-hour
inquiries and leads through email and scheduled callbacks. They
also experienced improved agent efficiency with assisted response
templates that eliminated the typing needed for common questions
and inquiries.
“It’s amazing to have a full-fledged contact center in the cloud
with no restrictions and endless integrations that is capable of
modifying IVRs in real-time to allow flexibility in contingency
cases, such as agents being able to access chat and email records
while engaging with customer via phone.” said Fabian Russell,
Assistant VP, Call Center Operations, RoundPoint Mortgage Servicing
Corporation. “It’s always a pleasure working with Five9.”
To learn more about the Five9 Digital Engagement offerings,
click here.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating billions of customer
engagements annually. The Five9 Intelligent Cloud Contact Center
provides digital engagement, analytics, workflow automation,
workforce optimization, and practical AI to help customers
reimagine their customer experience. Designed to be reliable,
secure, compliant, and scalable, the Five9 platform helps increase
agent and supervisor productivity, connects the contact center to
the business, and ultimately deliver tangible business results
including increased revenue and enhanced customer trust and
loyalty.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius
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Five9 Kendall Taylor 925-231-2196 kendall.taylor@five9.com
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