Hosted Contact Center Featured Article

Five9 Showcases Hosted Contact Center Software and Salesforce.com Integration

October 17, 2014

By Meenakshi Shankar,
TMCnet Contributor

Cloud contact center software provider Five9 (News - Alert) has been helping contact centers of every size create powerful customer connections via its software - which is built on a flexible architecture and that can adapt to changing needs. With nearly eleven years of cloud contact center experience, the company has been dealing with nearly two thousand customers worldwide, and facilitating nearly three billion customer interactions annually.




This past week, the company hosted a lunchtime table talk at Salesforce.com’s (News - Alert) Dreamforce 2014 event where Five9 product managers explored how to connect Salesforce to the contact center. Attendees were allowed to stop by the Five9 booth and enter to win a space along with four friends on the Five9 Party Trolley.

Five9 enhances Salesforce by offering telephony features directly to the Salesforce user interface. By combining Five9 with Salesforce, the company aims to help its customers with increased sales, improved agent productivity and to deliver better customer service.

Five9 has a pre-built integration for Salesforce Sales Cloud and Service Cloud via Open CTI (News - Alert), available on the Salesforce AppExchange. Features include screen pops, click-to-dial functionality, voicemail, interactive voice response scripting, call recording, and so on - which can empower the agents. This set-up will also help organizations boost sales leads and conversion rates.

Together, Five9 and Salesforce offers key advantages like matching inbound and outbound call information with Salesforce data, giving agents the ability to control calls, including, click-to-dial functionality from within Salesforce, automatically saving call logs when a call ends, displaying Salesforce data via screen pops when calls are made or received, incorporates call data into the Salesforce report.

"Dreamforce is a great event that truly showcases the power of the cloud. As a Salesforce partner, Five9 is also a champion of the cloud. Five9 provides cloud contact center software that is easily integrated with leading CRM solutions, like Salesforce.com, so that companies can take advantage of the benefits of the cloud, without lengthy implementation cycles and heavy capital investment," Mike Burkland, president and chief executive officer at Five9 said in a statement.




Edited by Stefania Viscusi