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HomePlatformsData ManagementFive9 Enhances Telephony Integration with Zendesk, Upgrades Voice Data Management

Five9 Enhances Telephony Integration with Zendesk, Upgrades Voice Data Management

Five9 has strengthened its telephony integration with Zendesk Talk Partner Edition, the CRM giant’s enterprise contact center solution. This enhanced solution offers a bring-your-own telephony model, shifting the focus away from the core routing system to allow organizations to utilize best-in-class telephony from their chosen provider. Zendesk provides over 130 pre-built telephony integrations that seamlessly plug into the platform, offering a unified workspace for all communication channels.

Five9, a popular telephony option, has improved its integration to support the latest Zendesk Standard Call Object and Voice Comment features.

To bolster its Zendesk integration, Five9 utilizes an open CTI to build its integration. Previously, partners encountered challenges in sharing telephony data with Talk Partner, resulting in cluttered tickets and data loss during call transfers.

However, Five9 now leverages the new Standard Call Object feature to provide a structured storage solution for telephony data, addressing issues such as data loss and clutter in tickets.

Additionally, the updated Voice Comment feature complements the Standard Call Object, enabling structured call information to be neatly displayed within Zendesk tickets. Scott Black, RVP of Business Development at Five9, emphasized the enhanced integration’s support for agents and customers, providing seamless experiences.

This integrated solution empowers enterprises to redefine the customer service experience by equipping agents with tools to identify customer needs swiftly and deliver timely resolutions.

The updated integration offers a more customizable ticketing user interface, improved workspace management, and facilitates the activation of Five9 agent-assist tools and automated workflows.

Tim Marsden, Senior Director of Technology Alliances at Zendesk, expressed excitement about the benefits this partnership brings to shared customers, enabling businesses to predict and meet evolving customer needs effectively. Both Zendesk and Five9 have been active in their respective domains, with Zendesk acquiring Tymeshift, Klaus, and Ultimate, and Five9 launching GenAI Studio for contact centers at Enterprise Connect 2024.