Five9 has achieved Oracle Validated Integration of its cloud contact center software with Oracle Service Cloud, part of Oracle RightNow.
The integration with Five9 lets Oracle Service Cloud users log in and leverage the availability of telephony controls on the agent desktop. This includes the following:
- Automatic CTI screen pops on the Oracle Service Cloud desktop; coupled with call delivery, agents get the relevant information needed to actively engage with customers;
- Softphone telephony capabilities, such as click-to-dial, right at the agents fingertips; and
- An intuitive interface that does not involve switching screens.
"Contact center software on its own helps organizations create efficiencies and boost agent productivity. Customer relationship management software, like Oracle RightNow Cloud Service, enables companies to deliver exceptional experiences by tracking every customer engagement," said Liz Osborn, vice president of product and solution marketing at Five9, in a statement. "When they come together, it empowers organizations to efficiently deliver stellar customer experiences, while minimizing costs."
To achieve Oracle Validated Integration, Oracle partners must meet requirements based on the needs and priorities of customers.
"Oracle Validated Integration applies a rigorous technical review and test process. Achieving Oracle Validated Integration through Oracle PartnerNetwork gives our customers confidence that the integration between Five9's cloud contact center software and Oracle Service Cloud has been validated and that the products work together as designed. This helps reduce deployment risk and improves the user experience for our joint customers," said Kevin O'Brien, senior director of ISV and SaaS strategy at Oracle, in a statement.