Customers today demand the ability to easily compare prices, access relevant information and complete transactions with minimal hassle – and usually that’s all completed online. However, when faced with more complicated purchases, more than 60% of consumers prefer to speak to a representative before making a final decision or scheduling an appointment, according to an Invoca report.
Switching to the phone from a digital platform shouldn’t mean customers have to start over their shopping journey. So naturally, customers come to the phone call expecting contact center agents to be aware of their identity, reason for calling, and history of online interactions.
But that isn’t always the case, as many contact center systems are not designed to optimize the caller’s experience, leaving agents ill-prepared to provide exceptional service. Ultimately, this puts unnecessary pressure on agents who just need the tools and knowledge to meet customer expectations.
What contact center agents need is a solution that enables deeper insight into real-time data throughout the entire customer journey and brings the contact center and the marketing teams closer together to enable more fluid CX. That solution is PreSense, which combines the power of Five9 Intelligent CX Platform with Invoca’s conversation intelligence technology, giving contact center agents visibility into a caller’s digital journey before the call takes place.
With this innovative tool, agents gain access to information about a customer's online activity, allowing them to offer tailored recommendations during phone calls. This pre-call context ensures that clients receive the guidance they need to make informed purchasing decisions.
In addition to personalized recommendations, PreSense also helps contact centers optimize their use of automation and live assistance. By analyzing pre-call journey data, the technology can connect customers directly with skilled agents who have specialized product expertise, ensuring a smooth and efficient purchasing process. Routine calls, such as those related to order status, are routed to a Five9 Intelligent Virtual Agent, freeing up skilled agents to focus on more complex interactions.
“This new solution is a result of market demand to connect the contact center to the rest of the business and a strong partnership and commitment by both of us to take contact centers to the cloud and deliver memorable customer experiences,” said Jake Butterbaugh, Senior Vice President, Five9 Global Partner Organization.
Gregg Johnson, CEO of Invoca, echoes Butterbaugh by saying that agents provide a better experience when they know more about a caller.
“We now have a way to share rich pre-call insight directly in Five9, providing contact centers with data that reveals the exact state-of-mind of the caller,” said Johnson.
Insights from PreSense help reduce call handling times, increase contact center productivity and help enable more fluid customer experiences that flow effortlessly through channels and between virtual and human agents.
Edited by
Alex Passett
