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In the past, integration of premise-based call center technology like Avaya or Nortel and premise-based CRM software like Siebel or PeopleSoft was a challenging task that required a systems integrator and many months of effort to provide basic integration capabilities.
CRM Integration BenefitsIntegrated on-demand call center software and CRM allows employees in virtually any department to increase their productivity when using the combined solution:
CRM Integration FeaturesScreen Pop
Once a call is delivered to an agent, the Five9 system can open an appropriate contact, case, opportunity, lead, etc. Since agents have the information at their fingertips, they can handle calls more efficiently and effectively.
Click to Dial
Each phone number in Leads360, NetSuite, RightNow and Salesforce becomes a clickable link that will instruct the Five9 dialer to connect the user to the number. Employees can be more productive as they no longer need to type in phone numbers.
Call Activity History
All calls and call notes are automatically saved for the appropriate record in the CRM application. Employees no longer need to waste valuable time manually recording each call they make, increasing their available time for customer service or revenue-generating activities.
The Five9 Cloud APIs are an integral part of the Five9 Cloud Computing Platform for Call Centers, enabling advanced software integrations between Five9 on-demand call center software and other enterprise software applications.
Five9 Integration with Salesforce
The Five9 Adapter for Salesforce provides robust call center features within the Salesforce application. Salesforce CRM is the leading on-demand CRM solution, used by sales service and support teams around the globe. This integration is based on the Salesforce CTI Toolkit and works with Salesforce Unlimited, Enterprise and Professional editions. It provides Five9 call center capabilities built directly into the Salesforce user interface, including screen pop, click-to-dial, call notes, voicemail, call scripting, and more. Both Internet Explorer and Firefox are supported.
Five9 Integration with NetSuite
The Five9 Adapter for NetSuite provides an integration between Five9 and NetSuite. NetSuite is unique among on-demand software solutions in that it provides a single unified system to manage an entire business. And, with Five9, NetSuite users can add an integrated on-demand solution to manage their customer communications across the entire company. The Five9 Adapter for NetSuite is an Internet Explorer add-in that enhances the NetSuite application with call center capabilities like screen pop and click-to-dial. Additionally, NetSuite Campaigns can be imported into Five9 Lists for dialing. Finally, the Five9 IVR can also look up information in the NetSuite system to make routing decisions or communicate important information in self-service applications, such as order status or shipment details.
Five9 Integration with RightNow
The Five9 Adapter for RightNow provides an integration between Five9 and RightNow CRM. RightNow is an industry-leading on-demand CRM solution that provides advanced knowledge base and customer experience management tools across media channels such as email, chat, and voice. This integration is based on the November 2008 release and provides a Five9 telephony toolbar inside the RightNow CRM application, supporting screen pop, click-to-dial, and call notes.
Five9 Integration with Leads360
The Five9 Adapter for Leads360 provides an integration between Five9 and the Leads360 lead management solution. Leads360 is an industry-leading solution that enables sales organizations to manage the entire lifecycle of their leads. Coupled with Five9 for predictive dialing, sales teams can increase their productivity by reaching new leads faster and driving more opportunities from archived leads. The Five9 Adapter for Leads360 is an Internet Explorer add-in that enhances the Leads360 application with call center capabilities like screen pop and click-to-dial, and the integration also includes advanced lead workflow management using call results generated by Five9.
|Virtual Call Center Inbound Call Center Outbound Call Center IVR Hosted Call Center Call Center Software||Customer Service Collections Telemarketing Outsourcing Telecommunications Financial Services||IVR ACD Predictive Dialer VoIP CTI PBX||Inbound Call Center Datasheet Outbound Call Center Datasheet IVR Datasheet ACD Datasheet Predictive Dialer Datasheet Five9 Product Overview|