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Computer Telephony Integration (CTI) & Screen Pop Software

Computer telephony integration (CTI), or “screen pop” technology, allows contact center 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.

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Understand your Customers to Personalize Interactions

Cloud contact centres use pre-built CTI integrations that integrate contact centre software to the CRM systems to provide a seamless and integrated experience, with screen pops and other invaluable tools.

CTI 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.

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Understand your Customers to Personalize Interactions

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.

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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.

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Integrated Agent Desktop

  • Single-pane agent desktop
  • Screen-pop
  • UC Integration
Telephony Connect

Embedded Supervisor Interface

  • Embedded supervisor desktop
  • Omnichannel visibility and monitoring
Workflow Automation

Workforce Optimization Connector

  • Pre-built integration
  • Recorded interactions
  • Transcript captures of digital channels

We’ll help you find the right strategy and products for your evolving business.

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Resources To Help You Get Started

Data Sheet

Five9 Inbound Voice

Data Sheet

Five9 Agent Desktop Plus

Data Sheet

Five9 Adapter for ServiceNow

Data Sheet

Five9 Adapter for Microsoft Dynamics 365

Data Sheet

Five9 Adapter for Zendesk

Data Sheet

Five9 Adapter for Salesforce

Data Sheet

Five9 Adapter for Oracle Service Cloud

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