CTI COMPUTER TELEPHONY INTEGRATION

CTI Screen Pops: What is Computer Telephony Integration?

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.

CTI is an integral part of the Five9 Intelligent Cloud Contact Center solution. 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 centers use pre-built CRM integrations that integrate contact center 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.

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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.

Razi Sharbaan II

Associate Directory, Global Consumer Services, BISSELL

Resources to Help You Get Started

Data Sheet

Five9 Inbound Voice

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Data Sheet

Five9 Agent Desktop Plus

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Data Sheet

Five9 Adapter for ServiceNow

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Data Sheet

Five9 Adapter for Microsoft Dynamics 365

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Data Sheet

Five9 Adapter for Zendesk

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Data Sheet

Five9 Adapter for Salesforce

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Data Sheet

Five9 Adapter for Oracle Service Cloud

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White paper

Cloud CRM Integrations

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