Five9 Engages in Deep Collaboration with Zoom Video Communications

Lead Distribution & Call ManagementSales Dialer

By STS News Desk On Dec 11, 2019

Five9 Engages in Deep Collaboration with Zoom Video Comm

Seamless call routing possible between Zoom Phone and Five9 Intelligent Cloud Contact Center.
Brings customers the benefits of a fully integrated UC and CCaaS world.
Calls requiring contact center personnel can be directed to correct skill groups.

Five9, Inc, a leading provider of the Intelligent Cloud Contact Center, today announced the deployment of a joint customer utuility based on its partnership with Zoom Video Communications, Inc.

The company, a provider of restaurant point of sale (POS) equipment, is now live with Zoom Phone and the Five9 Intelligent Cloud Contact Center. The combined solution includes a powerful cloud-to-cloud telephony integration between the two products. This integration allows calls to be seamlessly routed between the Zoom Phone unified communications application and Five9. The customer selected modern cloud applications from Five9 and Zoom to replace an ageing premises-based system that was no longer meeting their business needs.

Seamless Call Routing

This cloud-to-cloud integration, which features direct network peering over a private network, allows calls to be effortlessly moved between Zoom Phone and Five9. This is achieved without incurring additional toll charges.

Calls to a company’s general number can be automatically redirected to the contact center by a simple routing instruction in the Zoom auto attendant that sends the call to the Five9 IVR;
Calls requiring contact center personnel can be directed to correct skill groups.
Calls to a 1-800 number can be redirected to a specialist workgroup that is not part of the contact center, through a transfer from Five9 to Zoom Phone.
Five9 contact center agents can engage with back-office experts who are using Zoom Phone. The agent can consult with experts, conference them in, or transfer the call.

“Seamlessly connecting callers between the Zoom cloud and Five9 enables organizations to optimize the interaction between their contact center and UC platforms,” said Rowan Trollope, CEO, Five9.

“We are excited to work together with Zoom to create the best product experience possible with the shared focus on making every customer happy, he added”

“We are pleased to further our collaboration with Five9. This integration with Five9 ensures that our joint customers have access to the market-leading solution that encompasses Meetings, Unified Communications and Contact Center,” said Eric Yuan, CEO, Zoom.

Five9 is a leading provider of cloud contact center software for the intelligent contact center market. It brings the power of cloud innovation to customers and facilitating more than five billion call minutes annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO and AI to increase agent productivity and deliver tangible business results. The platform is considered reliable, secure, compliant and scalable; designed to create exceptional personalized customer experiences.

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