Computer Telephony Integration Creates Seamless Experiences
CTI COMPUTER TELEPHONY INTEGRATION
Computer telephony integration (CTI), or “screen pop” technology, allows contact centre agents to access customer profiles and manage customer data during interactions. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information and contact history for the agent to reference and edit. The result is higher efficiency and more effective customer support interactions.
Five9 CTI provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the Five9 agent desktop or Five9 pre-built CRM integration desktops.
Understand your Customers to Personalise Interactions
Cloud contact centres use pre-built CRM integrations that integrate contact centre software to the CRM systems to provide a seamless and integrated experience.
Integrations are designed to help the agent understand who the customer is and her history of interactions with the company, what problem she is facing, and in some cases provide recommendations for the next best action to take to help her.
Deliver a Seamless Experience
Improve First Contact Resolution
Deploying a CTI solution with skills-based routing is one of the best ways to improve first contact resolution (FCR) and improve customer loyalty.
Create Exceptional Experiences
Five9 CTI queries your CRM, locates a match, and instantaneously populates that data onto the agent’s screen, enabling the agent to quickly address the customer’s needs.
Integrate with CRMs
Five9 integrates with Salesforce, ServiceNow, Microsoft, Oracle, Zendesk, and other CRMs so screen pops appear as part of the CRM interface, eliminating the need to toggle between screens.
Due to the pandemic in 2020, RoundPoint created a specific COVID-19 support page, receiving tens of thousands of interactions through Five9 Visual IVR, and set up between 48,000 and 55,000 forbearance plans in just one month.
Five9 came with features that we could take advantage of on day one including CTI, agent whisper, queue callback, hot seating/multi-desk sharing, and redundancy and native integration to Oracle CRM. That was all very attractive.
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