How to Use Five9’s ETL Integration to the Fullest

Emma Kessinger

February 18th , 2020

Cloud contact centers are the future of customer service. But without an ETL tool like ETLrobot, you could be leaving valuable customer call data on the table.

Five9 provides cloud contact center software. With a mission to motivate organizations to modernize their contact centers into customer engagement centers, it serves both inbound and outbound centers.

When you integrate Five9 with an ETL solution like ETLrobot, you can get a handle on many important metrics, including:

  • Call duration
  • Calls per representative
  • Calls per customer
  • Calls per day
  • Devices used on call

With ETLrobot’s Five9 integration, you can do more than check average call times. Here’s how to use the tools intelligently together:

1. Experiment.

Once you have your Five9 data, decide which metrics you want to adjust. Is your self-service guide helping customers answer their own questions? Check call volumes the week before and after you publish it.

Think, too, about employees’ skills. Is a certain representative taking fewer calls than others but posting higher customer satisfaction scores? Perhaps that person could be better utilized as a customer experience manager. 

2. Don’t forget about qualitative data.

If you use Five9’s omni-channel features, you might get a lot of text-based customer comments. Why not pull those into a database for further review?

Regressions are good for checking correlations between quantitative variables, but you’ll want to use different visualizers for qualitative information. A word cloud, for instance, can tell you which terms or phrases come up most often. If you see “confusing web site” come up a lot, for example, you might ask whether the navigation features on your site could use some work. 

3. Embrace partner services.

Five9 partners with companies in the CRM, workplace, management, and telephony spaces. If you manage to reduce call volumes via that e-book, perhaps you could trial a chatbot. If you operate a small business and significantly boost your number of customers, it might be time to invest in a CRM system.

Be sure to track KPIs before and after that shift. If your chatbot stops working one week, you might get wind of that through a spike in call volumes. Using a CRM tool might be the cause of increased customer satisfaction or shorter call durations.

With Five9’s ETLrobot integration, you can get granular with the cloud contact center data that matters most to your business. And because labor costs are the single largest type of expense most companies face, you can use those insights to help you reach more customers. More data, lower costs, and happier customers — what’s not to love?

FROM
OUR BLOG

29 | May

Get Smart with ETL for GitHub

Posted By: Emma Kessinger

In January 2020, GitHub reportedly had over 40 million users and more than 100 million repositories....

12 | May

3 Tips to Get More Value From Your Google Ads

Posted By: Emma Kessinger

Google Ads, not to be confused with Google Analytics, is one of the most helpful ETL integrations. G...

27 | Apr

Understanding the Legwork for Data Visualization 

Posted By: Emma Kessinger

The 21st century has been hailed as the “Age of Information,” and it’s not hard to see why —...

13 | Apr

The Anatomy of an Effective ETL Process

Posted By: Emma Kessinger

You know the value of ETL. You know you’re ready to invest in it. But you may not know how the rub...

2 | Apr

3 Ways ETL Can Strengthen Your Shopify Site

Posted By: Emma Kessinger

One of the most popular e-commerce tools out there is Shopify. But how do clients like Budweiser, Gy...

18 | Mar

5 Ways to Unlock New Value From HubSpot Data

Posted By: Emma Kessinger

No modern marketing platform is as popular as HubSpot. But without processes like ETL, it’s tough ...

3 | Mar

How to Maximize Your Qualtrics ETL Integration

Posted By: Emma Kessinger

Qualtrics offers a customizable survey software solution. With more than 9,000 clients, Qualtrics he...

6 | Feb

7 Questions For Finding the Right ETL Tool For You

Posted By: Emma Kessinger

ETL — which stands for extract, transform, and load — is one of the most common ways for busines...

20 | Jan

8 Data Security Questions to Ask For Your Business

Posted By: Emma Kessinger

Businesses that deal in physical goods go to great lengths to protect their products, so why shouldn...

9 | Jan

What Dirty Data Looks Like

Posted By: Emma Kessinger

Companies are being forced to process and parse more data than ever, and that kind of deluge can lea...

21 | Dec

5 Signs That It’s Time to Invest in ETL

Posted By: Emma Kessinger

How much more data does your business generate than it did in 2016? Twice as much? Ten times as much...

10 | Dec

Do More With Data: 4 Reasons to Use ETLrobot

Posted By: Emma Kessinger

By 2020, the Big Data market is projected to grow to twice the size it was just five years ago. Inve...

5 | Dec

6 Data Skills Every Employee Should Have 

Posted By: Emma Kessinger

In 2017, The Economist ruled that data has become the world’s most valuable commodity, even beatin...

Copyright © 2020 ETLrobot. All rights reserved. Privacy Terms