Liz Osborn, vice president of product and solution marketing at Five9, said, “This integration is an ideal combination that helps organizations cost-effectively deliver excellent customer experiences while minimizing complexity.”
This integration with Zendesk, a cloud customer service platform, is expected to further enhance Five9 cloud contact center solutions. The Five9 solution features automatic call distribution (ACD), computer telephony integration (CTI (News - Alert)), interactive voice response (IVR) and automated dialing capabilities.
Five9 enables customers to get in touch with the right agent at the right time. The embedded Five9 telephony capabilities in the Zendesk agent desktop will empower agents to deliver a highly personalized experience to consumers.
Zendesk’s cloud customer service software supports agents by providing a simple, elegant desktop customer service delivery. The new integrated solution will make it easy to track issues and take proactive action for quick resolution. The successful customer interactions will lead to increased contact center productivity, opine officials.
The combined Five9 and Zendesk solution will help contact centers to improve case management, and relationship building via the automatic CTI screen pops in Zendesk. When a call is received, agents will get all the relevant information that is required to actively engage with the customer.
The comprehensive user profiles reveal to agents all the customer details including their complete customer service history. Also the embedded softphone in Zendesk allows agents to manage all customer service interactions from a single centralized interface.
“We’re excited about the integration with Five9 as it allows our customers to utilize Five9’s rich voice functionality as part of the Zendesk customer service platform; continuing to allow our customers to manage conversations across multiple channels all in one agent interface,” remarked Amanda Kleha, vice president of product marketing, Zendesk.