Five9 announced the deployment of a joint customer based on its partnership with Zoom Video Communications. The company, a provider of restaurant point of sale (POS) equipment, is now live with Zoom Phone and the Five9 Intelligent Cloud Contact Center.
The combined solution includes a powerful cloud-to-cloud telephony integration between the two products. This integration allows calls to be seamlessly routed between the Zoom Phone unified communications application and Five9.
The customer selected modern cloud applications from Five9 and Zoom to replace an aging premises-based system that was no longer meeting their business needs.
This cloud-to-cloud integration, which features direct network peering over a private network, allows calls to be effortlessly moved between Zoom Phone and Five9. This is achieved without incurring additional toll charges.
Calls to a company’s general number can be automatically redirected to the contact centre by a simple routing instruction in the Zoom auto attendant that sends the call to the Five9 IVR;
- Calls requiring contact centre personnel can be directed to correct skill groups;
- Calls to a 1-800 number can be redirected to a specialist work group that is not part of the contact centre, through a transfer from Five9 to Zoom Phone;
- Five9 contact centre agents can engage with back office experts who are using Zoom Phone. The agent can consult with experts, conference them in, or transfer the call.
“Seamlessly connecting callers between the Zoom cloud and Five9 enables organizations to optimize interaction between their contact centre and UC platforms,” said Rowan Trollope, CEO, Five9. “We are excited to work together with Zoom to create the best product experience possible with the shared focus on making every customer happy.”
“We are pleased to further our collaboration with Five9,” said Eric Yuan, CEO, Zoom. “This integration with Five9 ensures that our joint customers have access to the market-leading solution that encompasses Meetings, Unified Communications and Contact Center.”
Five9 is a leading provider of cloud contact centre software for the intelligent contact centre market, bringing the power of cloud innovation to customers and facilitating more than five billion call minutes annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO and AI to increase agent productivity and deliver tangible business results. The Five9 GeniusTM platform is reliable, secure, compliant and scalable; designed to create exceptional personalised customer experiences.
For more information, visit www.five9.com.