Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Real-Time Resolution for the Modern Contact Center - Five9 - Blog

Real-Time Resolution for the Modern Contact Center

Do you respect your customers’ time? When it comes to customer service and customer engagement, does your contact center deploy technologies and solutions that reduce the time that customers wait on hold, speak with an agent, wait for a response, or get their issues resolved?

How can businesses provide a great customer engagement experience that lets customers know that they are truly valued and that their time is respected? We’ve been hearing about First Call Resolution (FCR) for several years, but how about taking that one step further to “Real Time Resolution?” On Wednesday March 29 at 3:00, I’ll be at the Five9 booth at Enterprise Connect talking about ways to achieve Real-Time Resolution, notably:

  • Enabling agents to quickly and effectively identify and reach out to subject matter experts (SMEs) in order to respond to customers’ inquiries while the customer is still on the line, and even have the SME speak with the customer directly;
  • Proactively assisting the customer while they’re browsing your website through Web Engagement.

Moving to Real-Time Resolution Using Subject Matter Experts

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



In most cases, contact center agents have the information and knowledge they need to provide an answer or resolve an issue when a customer calls or contacts them. However, over 10% of all telephone inquiries handled by contact center agents require some sort of assistance from subject matter experts in various parts of the organization. For example, an agent may need to reach out to a product specialist to answer a technical question about a product, or to someone in marketing about a new promotion. Generally, when the agent doesn’t have the information they need, they either put the customer on hold or tell the customer that they’ll call them back after they get the information, in which time the customer may go to a competitor instead. The result is lengthy calls and multiple customer interactions, which can be costly to the organization.

Today, with the use of UC tools like presence and IM, when an agent needs to get additional information in order to answer a customer’s question, they can use presence to see which subject matter experts are available, and send an IM to ask an available expert for information while on the call with the customer.

This is made possible when contact center solutions are integrated with UC solutions. For example, by integrating Five9’s Virtual Contact Center with Microsoft Skype for Business, contact center agents can identify and connect with the necessary experts to answer customers’ questions in real time while the customer is still on the line.

Moving to Real-Time Resolution Using Web Engagement

These days, if a customer or consumer has a question, needs support, or wants to purchase something, they begin their journey on a company’s website. Companies can turn these experiences into real-time interactions resulting in real-time resolution with the use of web engagement, omnichannel, and customer journey analytics tools. Using tools that gather and analyze a customer’s activity as they browse a company’s website, the agent can view the customer’s activity on their screen in real time as the customer moves from page to page and proactively reach out to the customer to initiate a chat interaction. Proactively reaching out to the customer, saves the customer time searching for information, providing real-time resolution. In addition, it prevents the customer from having to call in to the contact center, which is more costly to the organization.

Respecting Your Customers’ Time While Making Your Customers Happier Faster

Your customers’ time is valuable, and serving your customers more quickly and effectively through the use of subject matter experts and proactive web engagement will lead to increased customer satisfaction and loyalty, as well as increased sales and revenues. Why settle for first contact resolution when you can have real time resolution?

Come to Five9’s booth at Enterprise Connect on Wednesday, March 29 at 3:00 to hear more about ways to achieve Real-Time Resolution.


Publish Date: March 27, 2017 5:00 AM

2020 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

View more from Five9

Recent Blog Posts:
The Force is Strong at Five9May 4, 2017 5:00 AM
My Highlights from Oracle Modern CX 2017 – This Year Vs. Last YearMay 2, 2017 5:00 AM
Could Congress Force Call Centers to Stay in The US?April 4, 2017 5:00 AM
3 Reasons Why Customers Choose Five9, In Their WordsMarch 29, 2017 5:00 AM
Customer Journeys Have a Starting Point, But Not an Ending PointMarch 27, 2017 5:00 AM
Real-Time Resolution for the Modern Contact CenterMarch 27, 2017 5:00 AM
6 Reasons To Not Neglect Your Customer ServiceMarch 7, 2017 5:00 AM
How AI Could Get It Wrong for CXMarch 6, 2017 5:00 AM
Leading Online English Language School Gives Five9 an A+February 27, 2017 5:00 AM
Predictive, Proactive and Personalized: The Must-Haves for Innovative Customer ServiceFebruary 17, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =