Five9
Five9 has partnered with Zoom to provide a tighter integration between Five9 CCaaS and Zoom UCaaS solutions through a Five9 Zoom UC Adapter. Using this UC Adapter, Five9 agents can communicate with back office Zoom contacts/SMEs right from their Five9 agent UI while in the midst of a customer interaction. This solution provides the following features:
1. Five9 agents enjoy a consolidated view of the address book which now contains, in addition to Five9 agents, all the Zoom contacts in the enterprise which have been assigned a phone number. This feature works on the native Five9 Agent Desktop Plus (ADP) UI as well as all the Five9 CRM adapters using Agent Desktop Toolkit+ (ADT+) UI.
2. Five9 agents can view the real-time presence status of their Zoom contacts at-a-glance right from their address book.
3. Simple one click-to-call enables Five9 agents to initiate an Agent-Expert-Consultation call. This can be a transfer, consultation call with a Zoom contact, or a conference call including the Zoom contact and the customer. This increases First Call Resolution by providing the agent easy access to back office subject matter experts and thereby increases customer satisfaction and loyalty
4. Five9 Zoom UC Adapter can be easily installed from the Zoom App Marketplace
May include user name, display name, picture, email address, phone number, job information, stated locale, account, user ID, contact lists added by the account or user (which may include contact information a user imports from a third-party app), and other profile information.
Preferences and settings, which may include whether a passcode or a waiting room is required, permitted event capacity, screen sharing settings, and other settings and configuration information.
Information about how people and their devices interact with Zoom products, which may include when participants join/leave, whether participants sent messages and who they message with, performance data, and other usage information and metrics.
Manage account profile and contact information, which may include adding or removing users, or updating a user's role, group, name, display name, picture, email address, phone number, job information, location, and other profile information if authorized by a user with appropriate permissions.
Manage preferences and settings on the account or profile using the app, which may include updating meeting and webinar configuration preferences, email notification preferences, and configuring Zoom Phone, Zoom Room, and telephony devices.
User
user:write:admin, user:read:admin
Contacts
contact:read:admin