Leverage the knowledge of your entire organisation.
Five9 UC Integration offers pre-built integrations with top UC solutions – Zoom Phone and Microsoft Teams – allowing agents to identify subject matter experts throughout the enterprise and communicate with them to help answer your customers' questions. Agents can easily identify the right expert, understand their availability, and click to contact them. With experts at their fingertips, agents can improve first contact resolution and overall customer satisfaction.
Increase First Contact Resolution and Improve Customer Experiences
Utilising Five9 Agent-Expert Consultation and Telephony Connect capabilities accelerates the path to first contact resolution while optimising the customer’s experience. Customers gain confidence as agents can connect to internal experts without delay using an embedded at-a-glance directory to see individual availability. Telephony Connect enables immediate, seamless call transitions across leading UC platforms.
Help Customers the First Time They Contact You
Agents can view a consolidated directory of agents and subject matter experts in their company, identified by department, so agents can quickly find the right expert.
Real-time view to the presence and availability of experts through an "at-a-glance" directory plus simple click-to-call, conference, or transfer the call.
Toll-Free On Net e-Dialling
Calls to a business that require contact centre attention can be easily transferred to the right skill group or group of agents. Conversely, calls to the contact centre can be transferred to UC users without incurring additional call charges.
Access to Experts
- Consolidated directory of subject matter experts
- Identify users by department
- “At-a-glance" directory providing presence information
- Agents can talk with back office experts directly
Smooth Call Transitions
- Automatically redirect general calls to the contact centre
- Redirect to the correct skill groups in the contact centre
- Toll-free on-net calling, conferencing, and transfers
Multiple Ways to Talk
- Toll free on-net calling
- Transfer calls
The integration with Five9 and Zoom Phone has helped our agents respond to our customers’ needs much quicker.
Resources To Help You Get Started
Five9 UC Integration with Zoom Phone
Integrate with Zoom Phone to enable agents to quickly and easily resolve customer questions or consult with experts seamlessly.
Five9 UC Integration with Microsoft Teams
Integrate with Microsoft Teams to enable agents to quickly and easily resolve customer questions or consult with experts seamlessly.
Breaking Down the Walls Between the Contact Centre and the Business
Learn why integrating contact centre and unified communications (UC) platforms is a business imperative.