Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management

Five9 has tightened its telephony integration with Zendesk Talk Partner Edition, the CRM stalwart’s enterprise contact center solution.

The solution offers a bring-your-own telephony model, de-emphasizing the core routing system and opening up the contact center stack so organizations can leverage best-in-class telephony from their chosen provider.

Zendesk offers over 130 pre-built telephony integrations that plug directly into the platform – providing one workspace for every channel.

Five9 provides one of the more popular telephony options – and it has now enhanced its integration to support the latest Zendesk Standard Call Object and Voice Comment features.

How Has Five9 Bolstered Its Zendesk Integration?

Like others connecting with the Zendesk Talk Partner Edition platform, Five9 leverages an open CTI to build its integration. Yet, Five9 and Zendesk’s fellow partners have historically had issues sharing data from their telephony systems with Talk Partner when utilizing the open CTI.

Previously, the only options they had were to store their telephony data in custom ticket fields or as tags.

As a result, cluttered tickets are an often common problem. Another issue is data loss when a call has multiple transfers. In these scenarios, the CTI integration would update the ticket with information from the latest call, overwriting information from previous calls.

However, now Five9 has leveraged the new Standard Call Object feature, so its integration provides a more structured storage solution for telephony data. That helps to tackle challenges such as data loss and clutter in tickets, and businesses may ensure the proper storage and visualization of call data.

Also, there is the updated Voice Comment feature. Already, this displays call information within Zendesk tickets, such as the end-user number, the agent’s name, and call duration.

Now, it works alongside the Standard Call Object, allowing Five9 to specify the data source and fields to display within Zendesk. As a result, structured call information is presented neatly within tickets, optimizing readability and functionality.

“By integrating with Zendesk’s latest technology, we’re providing support to agents and customers with enhanced, seamless experiences,” concluded Scott Black, RVP of 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.

Additional Benefits of the Updated Integration

Perhaps the most significant benefit of the enhanced integration is the more customizable ticketing user interface, which enables improved workspace management.

After all, users may now benefit from a collapsible ticket view that presents Five9 call data in organized ticket sections.

However, there are other benefits. For instance, the Zendesk-Five9 integration makes it easier to activate Five9 agent-assist tools, such as real-time agent guidance, call transcriptions, and post-contact summaries.

In addition, the enhanced integration simplifies the process of consolidating related tickets into a single view. That further aids agent-guidance use cases, which deliver the necessary context that live reps need to provide more efficient customer service.

Finally, the integration helps streamline additional workflows, such as automatic logging for missed/abandoned calls. After that, agents no longer need to manually create tickets.

Excited to bring all these benefits to shared customers, Tim Marsden, Senior Director of Technology Alliances at Zendesk, said:

With improvements to agent guidance and automated workflows, live agents are better equipped to effectively decipher and perform the task at hand.

“Our long-standing partnership with Five9 is making it easy for businesses to tap into powerful solutions from both companies.

“Together, we’re making it possible to predict and meet customer needs, no matter how rapidly they change.”

Elsewhere, Zendesk has been on quite the acquisition spree of late, snapping up Tymeshift, Klaus, and Ultimate over the past 12 months.

At next week’s Zendesk Relate event, the CRM stalwart plans to divulge its broader strategy – relating to the acquisitions – and share several other announcements.

Meanwhile, Gartner Magic Quadrant leader Five9 has also been busy, releasing a click-and-customize GenAI Studio for contact centers at Enterprise Connect 2024.