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.
Deliver a Seamless Experience
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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.
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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.
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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.
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
- Screen-pop
- UC Integration
Embedded Supervisor Interface
- Embedded supervisor desktop
- Omnichannel visibility and monitoring
Workforce Optimization Connector
- Pre-built integration
- Recorded interactions
- Transcript captures of digital channels
Resources To Help You Get Started
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Business
Agility
Manage your agents with empathy while delivering impact to the business.