Five9 has tightened its telephony integration with Zendesk Talk Partner Edition, the CRM stalwart’s enterprise contact center solution.
The solution offers a bring-your-own telephony model, de-emphasizing the core routing system and opening up the contact center stack so organizations can leverage best-in-class telephony from their chosen provider.
Zendesk offers over 130 pre-built telephony integrations that plug directly into the platform – providing one workspace for every channel.
Five9 provides one of the more popular telephony options – and it has now enhanced its integration to support the latest Zendesk Standard Call Object and Voice Comment features.
How Has Five9 Bolstered Its Zendesk Integration?
Like others connecting with the Zendesk Talk Partner Edition platform, Five9 leverages an open CTI to build its integration. Yet, Five9 and Zendesk’s fellow partners have historically had issues sharing data from their telephony systems with Talk Partner when utilizing the open CTI.
Previously, the only options they had were to store their telephony data in custom ticket fields or as tags.
As a result, cluttered tickets are an often common problem. Another issue is data loss when a call has multiple transfers. In these scenarios, the CTI integration would update the ticket with information from the latest call, overwriting information from previous calls.
However, now Five9 has leveraged the new Standard Call Object feature, so its integration provides a more structured storage solution for telephony data. That helps to tackle challenges such as data loss and clutter in tickets, and businesses may ensure the proper storage and visualization of call data.
Also, there is the updated Voice Comment feature. Already, this displays call information within Zendesk tickets, such as the end-user number, the agent’s name, and call duration.
Now, it works alongside the Standard Call Object, allowing Five9 to specify the data source and fields to display within Zendesk. As a result, structured call information is presented neatly within tickets, optimizing readability and functionality.
"By integrating with Zendesk’s latest technology, we’re providing support to agents and customers with enhanced, seamless experiences," concluded Scott Black, RVP of Business Development at Five9.
The complementary solutions allow enterprises to reimagine what the customer service experience looks like by equipping agents with tools that swiftly identify customer needs and deliver timely resolutions.
Additional Benefits of the Updated Integration
Perhaps the most significant benefit of the enhanced integration is the more customizable ticketing user interface, which enables improved workspace management.
After all, users may now benefit from a collapsible ticket view that presents Five9 call data in organized ticket sections.
