Five9 UCaaS Teams Adapter

от Five9

Microsoft 365 Certified
(350 оценки)

UC Adapter for Five9 Intelligent Cloud Contact Center and Teams

Whether purchasing your products or needing service, your customers are increasingly more demanding. They want you to understand them. They want options on how to reach your business. And when your customers speak to a live agent, they expect their purchase request or service inquiry to be resolved the very first time. Regardless of where your agents are located and their level of expertise, they can easily access subject matter experts who are using the unified communications capabilities of Teams.

Agent-Expert Consultation Features:
  • Agents can view a consolidated directory with Teams subject matter experts
  • Teams users can be identified by department for agents to quickly find the right expert to help
  • “At-a-glance” directory on the agent desktop provides presence information for experts (available, busy, away, etc.)
  • Agents can easily click to call, conference, or transfer a call to any Teams user

Telephony Connect Features:
  • Calls to a company’s general number can be automatically redirected to the contact center
  • Calls requiring contact center personnel can be directed to the correct skill groups in the contact center
  • Calls coming to the company’s 1-800 number can be redirected to a specialist work group outside of the contact center
  • Five9 contact center agents can talk with back office experts who use Teams
  • Toll-free on-net calling, conferencing, and transfers

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