Five9 Teams Up With ZenDesk to Boost Each Other’s Cloud Offerings



Cloud contact center provider Five9 has integrated its technology with Zendesk, a cloud customer service platform.


The Five9 cloud contact center solution---including automatic call distribution (ACD), computer telephony integration (CTI), interactive voice response (IVR) and automated dialing capabilities---creates more successful customer interactions while increasing contact center productivity, the companies said. Additionally, Zendesk cloud customer service software gives support agents a simple desktop that makes it easy to deliver great customer service and track issues to resolution.

Together, Five9 and Zendesk can provide a comprehensive solution that enables seamless customer interactions with all the benefits of the cloud. The Five9 intelligent routing capabilities match each customer interaction with the optimal agent, and by using Zendesk, the agent has everything they need at their fingertips to provide an exceptional customer experience.

"This integration is an ideal combination that helps organizations cost-effectively deliver excellent customer experiences while minimizing complexity,” said Liz Osborn, vice president of product and solution marketing, Five9, in a statement. “Five9 helps customers reach the right agent at the right time; with the embedded Five9 telephony capabilities in the Zendesk agent desktop, agents are empowered to deliver a highly personalized experience."

By connecting Five9 to Zendesk, contact centers can enhance customer service, case management, and relationship building through:

  • Automatic CTI screen pops in Zendesk: Upon call delivery, agents get all the relevant information needed to actively engage with customers.
  • Embedded softphone in Zendesk: Agents can manage all customer service interactions from one centralized interface.
  • Comprehensive user profiles: Agents are empowered with customer knowledge, including their complete customer service history.