Five9 Video Engagement is Powered by SightCall
Add live visual assistance to Five9 customer interactions
Five9 Video, powered by SightCall, lets customers show agents what they see through their mobile device. Agents can assess the issue, annotate live video, and guide customers toward a solution in real time.
Capabilities
1. Escalate an interaction to live video
Move from a voice or other customer interaction to visual assistance when seeing the problem would help.
2. See what the customer sees
Customers share their mobile camera view so agents can examine equipment, products, or other visible issues remotely.
3. Guide customers with live annotations
Agents can annotate the video feed to point out details and explain next steps while the customer follows along.
4. Use recordings for agent improvement
Stored video interactions can support quality assessment, coaching, and training, subject to the organization’s configuration and recording policies.
From a difficult explanation to a shared view
1. A customer contacts the Five9 service team.
2. The agent determines that seeing the issue would help and escalates to Five9 Video.
3. The customer shares a live view from a mobile device.
4. The agent uses visual context and annotations to guide the customer toward resolution.
Key Benefits
1. Resolve visually complex issues with less guesswork
Agents can assess what customers are describing instead of relying entirely on verbal explanations. This can help teams reach an accurate diagnosis sooner.
2. Reduce customer effort
Customers can show the problem directly, while agents point to the relevant detail or next step during the same interaction.
3. Strengthen coaching and quality reviews
Recorded video interactions can provide supervisors with additional context for assessment and agent training.