FIVE9® ADAPTER FOR ZENDESK
Five9 and Zendesk Integration
Transform your customer service experience through a seamless integration of contact centre capabilities. Agents are equipped with the right information at the right time to provide a more human customer service experience.
Digitally Transform your Service Organisation and Deliver a World-Class Experience
Five9 seamlessly connects to the native Zendesk environment to create a single, intuitive workspace that enables agents to be more efficient and provide greater customer satisfaction in real-time. The Five9 integration creates a flexible customer service solution that helps you easily maximise every customer interaction.
With Zendesk and Five9, you are equipped with contact centre functionality and ticket handling all from a single environment, so agents no longer have to switch between screens and applications.
Five9 and Zendesk: Delivering Exceptional Experiences
Click-to-call from within the Zendesk environment to easily contact customers and prospects.
Data-Rich Screen Pops
Match inbound and outbound customer information and provide “screen pops” by opening corresponding Zendesk tickets. Agents see customer tickets prior to accepting the interaction.
Powerful Call Routing
Effectively prioritise and route calls and voicemails to the right agent at the right time based on agent availability.
Take advantage of a rich administrative and supervisor environment to manage your contact centre agents, IVR scripts, campaigns, and agents’ skills.
Agent Interaction Control
Empower agents with rich interaction handling for chats, emails, and calls including recording, parking, cold or warm transfers and conferences, click-to-dial and more—all from within a single Zendesk environment.
Automatic Interaction Logs
Save logs automatically when an interaction ends to ensure that every interaction is stored in the system of record—keeping teams synced on all customer communication.
Deliver Digital-First Omnichannel Experiences
Deliver extraordinary omnichannel customer journeys across voice and digital channels, including voice (inbound/outbound), self-service (IVR/IVA), messaging (chat, SMS, social), email, video, and mobile.
We saw improved CSAT, reporting, and NPS all driven through the reporting available from Zendesk and Five9.
Integrated Agent Desktop
- Single-pane agent desktop
- UC Integration
Embedded Supervisor Interface
- Embedded supervisor desktop
- Omnichannel visibility and monitoring
Workforce Optimisation Connector
- Pre-built integration
- Recorded interactions
- Transcript captures of digital channels
- Collet handling data
Five9 and Zendesk Partnership
- 700+ customers with Zendesk
- 9+ years of integration into Zendesk products
- NPS score of 80+ for Professional Services implementation