The two cloud-based contact center solutions providers bring their products together.
Posted Mar 18, 2014
Five9, a provider of cloud contact center software, today unveiled its integration with Zendesk, a cloud customer service platform.
The Five9 cloud contact center solution includes automatic call distribution (ACD), computer telephony integration (CTI), interactive voice response (IVR), and automated dialing capabilities. Zendesk's cloud customer service software gives support agents a single desktop for tracking issues to resolution.
By connecting Five9 to Zendesk, contact centers can enhance customer service, case management, and relationship building through the following:
- Automatic CTI screen pop in Zendesk: Upon call delivery, agents get all the relevant information needed to actively engage with customers;
- Embedded softphone in Zendesk: Agents can manage all customer service interactions from one centralized interface; and
- Comprehensive user profiles: Agents are empowered with customer knowledge, including their complete customer service histories.
"This integration is an ideal combination that helps organizations cost-effectively deliver excellent customer experiences while minimizing complexity," said Liz Osborn, vice president of product and solution marketing at Five9, in a statement. "Five9 helps customers reach the right agent at the right time; with the embedded Five9 telephony capabilities in the Zendesk agent desktop, agents are empowered to deliver a highly personalized experience."
"We're excited about the integration with Five9 as it allows our customers to utilize Five9's rich voice functionality as part of the Zendes customer service platform, continuing to allow our customers to manage conversations across multiple channels all in one agent interface," said Amanda Kleha, vice president of product marketing at Zendesk, in a statement.
Zendesk Insights lets companies measure the effectiveness of their customer support, benchmark themselves against industry peers, and better understand their customers.
In urgent need of a new contact center system, the emergency monitoring device provider turned to the cloud solution for aid.
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