By Teresa Dodson, Senior Manager Channel and Partner Marketing
Would you have peanut butter without jelly? What about Tom without Jerry, or chips without salsa? Some things just go together. They make a bigger impact together than by themselves. The contact center can be efficient on it’s own but its even better when it’s combined with a great CRM system. An agent can reply to a customer’s request, but it can be even more powerful if the agent replies with a personalized response. There is a way to fulfill this need from the customer for a personalized experience, and that happens when you combine CRM technologies like Oracle, which carries the customer information, and Five9.
Consumers have the influence and are leading the charge to evolve their relationships with customer service, using new and multiple channels while expecting answers faster. They are no longer interested in following an established service process. They expect it to be fast and easy to engage with your business, on their terms.
“The pressure is on for businesses to deliver fantastic customer service and improve first contact resolution, all with reduced budgets and resources.” Yet, 42% of service agents are unable to efficiently resolve customer issues at the first engagement, according to Forrester.
Introducing the next generation contact center. Oracle and Five9 have teamed up to offer a joint solution that empowers your business to deliver next-gen customer service on any channel. Whether your customers like to engage with your company via phone, web chat, social media, email, the integrated CRM offers a more personalized experience based on a customer’s full history.
Our customers are lucky to have Five9 and Oracle on their side, working together to deliver the customer journey vision by empowering agents in an omnichannel world, and creating customer loyalty with more valuable customer experiences. To learn more about this partnership visit our Oracle and Five9 page.