Five9 enhances Zendesk integration for unified workspace
CALIFORNIA, UNITED STATES — Call center software provider Five9 has announced enhanced integrations with Zendesk, a customer experience platform.
The improved integration aims to unify the agent workspace and meet customer needs faster.
New features include Voice Comment and Standard Call Object, which empower agents to solve customer inquiries quickly using contextual data.
By combining contact center capabilities and ticket management into a unified workspace solution, agents can reduce training requirements and provide consistent customer experiences across voice and digital channels.
AI-ready workspace framework and customization
Other features include a customizable ticketing user interface, ticket consolidation, automatic call logging for missed or abandoned calls, and an AI-ready framework.
“By integrating with Zendesk’s latest technology, we’re providing support to agents and customers with more enhanced, seamless experiences,” said Scott Black, RVP, 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.”
Five9 and SuccessKPI partnership for advanced CX intelligence
The Zendesk integration follows Five9’s recent deal with artificial intelligence analytics and automation firm SuccessKPI.
The deal, announced in March, aims to empower clients with advanced CX intelligence, leveraging AI-driven analytics, automation, and real-time insights to improve CX in the cloud contact center ecosystem.
As part of the deal, SuccessKPI’s platforms are now available on the Five9 CX Marketplace. Playbook Builder, an automated action engine that can be integrated with Five9 Intelligent Cloud Contact Center, is also available on the marketplace.
Five9 ranked #24 in the OA500 2024, an objective index of the world’s top 500 outsourcing companies.
