Leverage the Knowledge of Your Entire Organisation
Unified Communication (UC) is the convergence of an organisation’s technology towards a single network for data and voice, bringing benefits like company-wide presence and real-time collaboration, regardless of device or location. UC plays an important role in modernising contact centres by delivering powerful collaboration features directly to the agent desktop. Agents can check availability and quickly connect with knowledge workers for assistance in responding to customer issues outside of the normal resolution flow.
Five9 integrates with Microsoft Skype for Business to connect its users throughout the organisation to agents, who can then collaborate easily with knowledge workers using common address directories, synchronised availability, call states and telephony integration.