Five9 Workflow Automation

Five9

30 Jul 202001:20

Summary

TLDRContact center agents often struggle with time-consuming manual tasks, leading to inefficiencies and poor customer experiences. Five9's workflow automation offers a solution by connecting business systems, automating processes, and sharing real-time information. This technology enhances customer service by resolving issues quickly, boosts agent productivity by eliminating manual tasks, and ensures consistent business outcomes. By humanizing the customer service experience, Five9 aims to transform businesses one workflow at a time.

Takeaways

🕒 **Time Wasting**: Contact center agents often spend too much time on busy work, manual tasks, and processes that lead to inefficiencies and human errors.
🚫 **Impact on Customer Experience**: These inefficiencies and errors can hinder an agent's ability to create great customer experiences, leading to customer loss and negative impact on the bottom line.
🛠️ **Workflow Automation Solution**: Five9 Workflow Automation offers a solution to eliminate busy work by connecting systems across the business and automating processes.
🔗 **Integration Capability**: The platform uses a library of pre-built connectors to integrate various systems and create a comprehensive information base.
📊 **Visual Workflow Design**: Agents can visually design intelligent workflows to automate business processes, enhancing real-time information sharing and driving business agility.
💼 **Improved Customer Experiences**: Workflow automation can improve customer experiences by resolving issues quickly with real-time customer insights across the business.
📈 **Increased Productivity**: By eliminating manual processes and post-interaction work, agent productivity can be significantly increased.
🔄 **Consistent Business Outcomes**: Workflow automation helps in creating consistent business outcomes by coordinating actions across different systems.
🤝 **Humanizing Customer Service**: Five9's solution allows for the humanization of the customer service experience, making it more personalized and efficient.
🔍 **Learn More**: Interested parties can visit 59.com to learn more about Five9 Workflow Automation and its capabilities.

Q & A

What is the main issue contact center agents face according to the script?
-Contact center agents spend too much time on busy work, manual tasks, and processes that lead to inefficiencies and human errors.
How do these issues affect customer experiences and the business?
-Delays and poor interactions caused by these issues can lead to customer loss and negatively impact the bottom line.
What is the proposed solution to eliminate busy work for contact center agents?
-The proposed solution is to use workflow automation to connect systems across the business and automate business processes.
How does workflow automation help in creating a better customer service experience?
-Workflow automation allows agents to focus on creating better customer experiences by resolving issues quickly with real-time customer insights.
What are the benefits of using Five9 Workflow Automation for agents?
-It increases agent productivity by eliminating manual processes and post-interaction work, and it creates consistent business outcomes by coordinating actions across disparate systems.
How does Five9 Workflow Automation help in humanizing the customer service experience?
-It allows for the personalization and improvement of customer interactions by automating repetitive tasks, thus enabling agents to focus more on the customer.
What tools does Five9 Workflow Automation provide to connect systems?
-It provides a library of pre-built connectors to connect systems across the business and share information in real time.
How does Five9 Workflow Automation help in driving business agility and responsiveness?
-By automating business processes and sharing information in real time, it allows for faster decision-making and adaptability to changes.
What is the main advantage of visually designing intelligent workflows?
-It allows for the customization of workflows to fit specific business needs, making it easier to automate and manage business processes.
How can potential customers learn more about Five9 Workflow Automation?
-They can visit 59.com to get more information about the product and its capabilities.
What is the ultimate goal of implementing Five9 Workflow Automation in a contact center?
-The ultimate goal is to transform the business by improving customer experiences, increasing agent productivity, and creating consistent business outcomes.

Outlines

00:00

🛠️ Enhancing Customer Service with Workflow Automation

This paragraph discusses the challenges faced by contact center agents due to time-consuming manual tasks and processes, which lead to inefficiencies and errors, negatively impacting customer experiences and business outcomes. It introduces the solution of workflow automation with Five9, which connects systems across the business, allowing for real-time information sharing and business agility. The automation is designed to improve customer experiences by resolving issues quickly, increase agent productivity by eliminating manual tasks, and ensure consistent business outcomes by coordinating actions across different systems. The paragraph concludes by suggesting that Five9's workflow automation can help humanize the customer service experience and invites interested parties to learn more by visiting their website.

Mindmap

Keywords

💡Contact Center Agents

Contact center agents are individuals who work in a centralized office, typically for a company's customer service department, handling customer interactions via phone, email, or chat. In the context of the video, these agents are burdened with busy work that detracts from their ability to provide excellent customer experiences. The script suggests that by automating these tasks, agents can focus more on customer service.

💡Busy Work

Busy work refers to tasks that are time-consuming but do not necessarily add value to the business or the customer experience. In the video script, it is mentioned as an obstacle that prevents agents from delivering great customer experiences. Reducing busy work is key to improving efficiency and customer satisfaction.

💡Inefficiencies

Inefficiencies are situations where processes or systems do not operate in the most effective or productive way. The script points out that manual tasks and processes lead to inefficiencies, which can slow down the resolution of customer issues and lead to poor customer experiences.

💡Human Errors

Human errors are mistakes made by individuals, often due to the complexity or repetitiveness of tasks. The video script implies that by reducing manual processes, the likelihood of human errors is decreased, leading to more accurate and reliable customer service.

💡Customer Experiences

Customer experiences encompass all interactions a customer has with a brand, from the initial point of contact to售后服务. The video emphasizes the importance of creating positive customer experiences by allowing agents to focus on resolving issues quickly and efficiently through automation.

💡Workflow Automation

Workflow automation is the use of software to automate procedures that would otherwise be completed manually. In the video, Five9 Workflow Automation is presented as a solution to connect systems across a business, automate processes, and share information in real time, thereby increasing efficiency and improving customer service.

💡Pre-built Connectors

Pre-built connectors are ready-made integrations that allow different software applications to communicate with each other. The script mentions using a library of pre-built connectors to connect systems across a business, which is a key component of workflow automation.

💡Intelligent Workflows

Intelligent workflows are automated processes that can adapt and make decisions based on predefined rules and data inputs. The video suggests designing intelligent workflows to automate business processes, which can lead to increased business agility and responsiveness.

💡Real-time Customer Insights

Real-time customer insights refer to the immediate availability of customer data and information that can be used to inform decision-making and improve service. The script highlights the importance of resolving issues quickly with real-time insights across the business.

💡Agent Productivity

Agent productivity is a measure of how efficiently contact center agents can handle customer interactions. The video script suggests that by eliminating manual processes and post-interaction work, workflow automation can significantly increase agent productivity.

💡Business Agility

Business agility is the ability of a company to quickly adapt to changes in the market or within the business environment. The script connects workflow automation to business agility by emphasizing the real-time sharing of information and the coordination of actions across systems.

💡Humanize Customer Service

Humanizing customer service means making it more personal and responsive to individual customer needs. The video suggests that by automating workflows, agents can spend more time on personalized interactions, thus humanizing the customer service experience.

Highlights

Contact center agents spend too much time on busy work, manual tasks, and processes.

Inefficiencies and human errors due to manual processes hinder great customer experiences.

Delays and poor interactions can lead to customer loss and impact on the bottom line.

Agents could focus on better customer service if busy work is eliminated.

Five9 Workflow Automation can connect systems across the business.

A rich base of information can be created using pre-built connectors.

Visually design intelligent workflows to automate business processes.

Real-time information sharing drives business agility and responsiveness.

Workflow automation can improve customer experiences by resolving issues quickly.

Customer insights across the business can be accessed in real-time.

Agent productivity can be increased by eliminating manual processes.

Post-interaction work can be reduced, enhancing agent efficiency.

Consistent business outcomes are created by coordinating actions across systems.

Five9 Workflow Automation humanizes the customer service experience.

Customer service can be improved one automated workflow at a time.

Learn more about Five9 Workflow Automation by visiting 59.com.