Computer telephony integration (CTI) is a term that was created when computers and telephones had their own specific technology stacks. With the advent of VoIP, the SIP protocol, and WebRTC, voice is just another data stream. Today the term is used broadly to refer to a system’s ability to provide an agent with customer information (frequently called a screen pop) as a customer interaction is delivered to an agent. Cloud contact centers use pre-built CRM integrations that integrate the contact center software to the customer relationship management (CRM) software. These cloud contact center integrations are easy to setup and ensure that when a customer interaction is delivered to an agent, that agent knows who the customer is, what problem they are facing, and in some cases has recommendations for the next best thing to do to help the customer.
Based on studies conducted by the Aberdeen Group
Deploying a contact center solution that is integrated into your CRM is one of the best ways to improve First Contact Resolution (FCR), which is one of the best predictors of customer loyalty.
Five9 pre-built CRM integrations automatically open customer information onto agents’ screens, empowering them to address customers’ needs quickly and deliver personalized service.
Five9 integrates with Salesforce, ServiceNow, Microsoft, Oracle, Zendesk and more, so screen pops appear as part of the CRM interface eliminating the need to toggle between screens.
Using Five9 to integrate with Salesforce has been a dream come true. Our agents can write notes and automatically carry over to a case created in Salesforce saving time and keeping our operation efficient. The installation of the Salesforce Plus Adapter with the Five9 app / softphone was the easiest thing to do. I would recommend using Five9 to anyone that needs an ACD/IVR Cloud solution.
Business moves fast; so should your contact center. Learn how the robust features of Five9 Inbound Contact Center can help you take your customer service to the next level.
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ACD with Call Distribution Algorithms
Web & Queue
Incoming Call Whisper
IVR with Intuitive Script Designer
Professional Prompts for Self-Service
Text-to-Speech & Speech Recognition
In-Queue & Estimated Wait Time
CTI Screen Pop
At-Home Agent Capabilities
Easy-to-Use Administration Tools
Real-Time, Historical, & Custom Reports
Drag & Drop Script Design
Earning your customers' business takes a great deal of effort and expense, but losing customers is far too easy. Whether your customers are looking for quick answers or help through a complex process, Five9 provides an all-in-one solution to give your customers a great experience on their terms.
Routing, self-service, and screen-pop capabilities guide your customers to the right answer or agent based on your business objectives and contact center activity. Powerful routing algorithms segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts improve agent productivity so they're not repeatedly answering routine calls.
It pays to design your contact center for efficiency and excellence. Five9 has an intuitive design and easy-to-use administration tools developed specifically for business users so that you can easily create an environment that works best for your contact center. With Five9, you can implement in just days and scale based on your business needs.
Monthly or annual pricing with no long-term contracts.
Powerful, scalable, and secure cloud solutions.
Recognized by Gartner as a leader in Contact Centers.
Integrate with all the leading CRM packages.
All you need is a computer, a headset, and Internet.
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