Five9

What is Five9?

Five9 is a cloud-based contact center software that provides a variety of services aimed at helping businesses manage and optimize their customer interactions. It offers a comprehensive suite of features designed to enhance customer service, support, and sales operations

Five9 at WashU

WashU utilizes Five9 in their IT department to manage and streamline their helpdesk and support services. By leveraging Five9, WashU enhances their efficiency, improve user satisfaction, and ensures reliable support for their diverse and dynamic user base.

1. Helpdesk and Technical Support:
   • Inbound Support: WashU IT uses Five9 to handle inbound calls, emails, and chat requests from students, faculty, and staff. The system can route these requests to the appropriate WashU IT support staff based on their expertise and availability.
   • Ticketing Integration: Five9 can integrate with the WashU IT ticketing system to create and manage support tickets automatically, ensuring that issues are tracked, prioritized, and resolved efficiently.
2. Automated Responses and Self-Service:
   • IVR and Chatbots: Implementing interactive voice response (IVR) systems and AI-driven chatbots can help answer common IT questions and resolve simple issues without needing human intervention. This reduces the load on IT staff and speeds up response times for users.
   • Knowledge Base Access: Five9 can direct WashU users to a knowledge base or FAQ resources, enabling them to find solutions to common problems on their own.
3. Omnichannel Support:
   • Unified Communication: By integrating multiple communication channels (voice, email, chat, SMS), Five9 ensures that WashU users can reach IT support through their preferred method, and IT staff can manage all interactions from a single platform.
4. Workforce Management:
   • Performance Analytics: Detailed reporting and analytics can help WashU IT managers track the performance of their support teams, identify bottlenecks, and make data-driven decisions to improve service quality.
5. Quality Assurance:
   • Call Recording and Monitoring: Quality assurance features like call recording and live monitoring allow WashU IT managers to review interactions between support staff and users. This helps in training and ensuring consistent service quality.
6. Integration with University Systems:
   • CRM and LMS Integration: Five9 can integrate with the university’s customer relationship management (CRM) systems and learning management systems (LMS) to provide WashU IT support staff with comprehensive information about users and their IT needs.
7. Disaster Recovery and Business Continuity:
   • Resilient Infrastructure: Using Five9’s cloud-based solution ensures that WashU IT support services remain operational during local outages or disasters, providing continuity of service to the university community.

Training

Five9 offers a range of training programs through its Five9 University to help users maximize the benefits of their contact center solutions.

Support

WashU IT Help Desk

For Support, please report an issue through ServiceNow, email ithelp@wustl.edu or call 314-933-3333.