Cloud contact center software vendor Five9 has announced the availability of its Service Cloud Voice for Partner Telephony on Salesforce AppExchange.
The latest integration in the partnership between two tech firms enables customers to enhance the contact center experience and expand access to rich data through CRM and omnichannel insights.
Now, customers can connect certified telephony solutions into Service Cloud Voice – Salesforce’s call center management solution – to provide unified agent and digital channel experiences.
Dan Burkland, President, Five9, said: “With Service Cloud Voice Partner Telephony, Five9 is building our proven track record of success and leadership to implement, add value, and support innovations with Salesforce.”
“The integration between Five9 and Salesforce enables customers to benefit from continuous product innovation. We are pleased to place the power of the Five9 portfolio at the fingertips of users to help them reimagine their customer experience.”
The latest telephony innovations from Five9 enable agents to harness telephony controls embedded in the Salesforce Omni-channel widget
Further, inbound screen pop-ups let agents search for previous interactions, thereby shortening the average resolution time (ART) and reducing friction.
Having access to call logging information enables agents to provide personalized experiences since they are familiar with the customer’s background.
Finally, sales, marketing, customer service and support teams can share data across systems to provide a more seamless experience for the customer.
“The Five9 Service Cloud Voice for Partner Telephony integration is a welcome addition to the Service Cloud Voice ecosystem. The expansion of Service Cloud Voice for Partner Telephony enables customers to integrate the telephony experience natively within the agent workspace, combined with CRM data, process and voice intelligence”, said Ryan Nichols, SVP and GM of Service Cloud Contact Center at Salesforce.
The Service Cloud Voice integration is an extension to the current Five9 and Salesforce adapter and is available on AppExchange in addition to the Five9 integration with Open CTI via the Salesforce Plus Adaptor.