CTI (Computer Telephony Integration)

Five9 provides built-in customer contact history and offers you the flexibility to define the relevant contact information that will be presented to agents.

Many contact centers using traditional phone systems and complicated Computer-Telephony Integration (CTI) solutions find that the costs of maintaining such cumbersome integrations simply don’t outweigh the benefits. By taking advantage of voice over IP technology, Five9 alleviates the complexity of premise-based solutions and provides all of the benefits of having integrated computers and telephony. The Five9 system can be configured with custom Customer Relationship Management (CRM) fields that will be used to store relevant customer information, and the CRM data can be used throughout the system to make better call routing decisions.

As a result, your callers will be happier because they don’t need to repeat information they already provided, and agents will be more productive because they don’t need to re-enter any information already gathered about the caller. By using the information associated with each call to make more effective routing decisions, your call center will operate successfully and deliver high-impact business results.

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