Five9 announced the availability of Five9 Service Cloud Voice for Partner Telephony, the latest evolution of its integration with Salesforce. The integration with Service Cloud Voice meets the growing demand to connect the broader customer experience ecosystem, enhance the contact center experience, and improve agents and supervisors access to rich data, including CRM and omnichannel insights. Customers can now connect certified telephony solutions into Service Cloud Voice with Service Voice for Partner Telephony, creating a unified agent and digital channel experience that delivers faster, smarter and more personalized service.

Using the Five9 for Service Cloud Voice adaptor contact center leaders can: Enable agents to utilize the core telephony controls blended within the Salesforce Omni-channel widget to empower an intelligent agent and customer service experience. Receive inbound screen pops with the ability to search for previous interactions to enable quicker means time to resolution for the customer and less frustration for the agent. Access call logging information so agents have full context to previous interactions helping personalize customer experience.

Create a powerful and productive engine for sales, marketing, customer service, support and ticket management where data is shared across systems helping to reduce friction for the agent and the customer. The Service Cloud Voice integration is an extension to the current Five9 and Salesforce adapter, which is already trusted by Five9 customers.