Five9, a leading cloud contact center provider, announced the launch of an Agent-Expert Consultation experience which seamlessly enables contact center agents to access the subject matter expertise of any Zoom Phone users in the organization. As a result, agents can now answer questions more quickly and accurately.
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@Five9 Partners with @Zoom_US to Provide Enhanced Agent-Expert Consultation. Joint Customer Live with Agent-Expert Consultation – Now Offered on Top of Five9 Integration with Zoom Phone.
PAR Technology Corporation (PAR) is a joint Five9 and Zoom Video Communications, Inc. customer that has deployed this new Agent-Expert Consultation solution.
In 2019, PAR, a provider of restaurant point-of-sale (POS) solutions, went live with Zoom Phone and the Five9 Intelligent Cloud Contact Center. The combined solution included cloud-to-cloud telephony integration, featuring direct network peering over a private network, and allowed calls to be seamlessly moved between Zoom Phone and Five9. This was achieved without incurring additional toll charges.
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PAR then deployed Agent-Expert Consultation to help agents resolve complex questions efficiently. The enhanced integration allows agents in the contact center to communicate with subject matter experts (SMEs), who use Zoom Phone, to help them answer callers’ questions faster. Agent-Expert Consultation provides Five9 agents with a consolidated directory showing all Zoom Phone users in the company, organized by department. The directory also identifies when a SME’s presence is available, busy, away, etc.
Zoom Phone users are identified by department, allowing agents to quickly find an expert to help them. Once the right expert is identified, the agent can talk with him or her one-on-one, conference them with the customer, or transfer the customer to the back-office expert. Regardless of how the call is handled, the goal is to resolve the customer’s issue the first time, every time.
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