Overview

Five9's Unified Communications as a Service (UCaaS) solutions integrate seamlessly with leading UC platforms like Microsoft Teams, Nextiva, Zoom Phone, and RingCentral. This integration empowers contact center agents to identify and connect with subject matter experts (SMEs) across the enterprise in real-time, facilitating efficient responses to customer inquiries. By providing agents with immediate access to the right experts, organizations can improve first contact resolution rates and enhance overall customer satisfaction.

Features and Capabilities

• Consolidated Directory Access: Agents have access to a unified contact center (CC) and unified communications (UC) directory, allowing them to view the presence status of back-office SMEs and determine their availability instantly.
• Real-Time Collaboration: Agents can initiate calls, transfers, or conferences with SMEs in real-time, ensuring swift and accurate responses to customer queries.
• Cost-Effective Communication: The click-to-call, transfer, or conference feature enables agents to connect with any UC user without incurring additional toll charges, promoting seamless internal collaboration.
• Flexible Integration: Five9's UCaaS solutions offer pre-built integrations with top UC platforms, allowing organizations to leverage their preferred UC technology without compromising on advanced contact center functionalities.
• Enhanced Customer Experience: By facilitating seamless collaboration between agents and back-office experts, the solution helps improve first contact resolution rates and ensures quicker, more accurate customer service.