Five9, Inc., a leading provider of the intelligent cloud contact center, announced that a global web conferencing and collaboration solution provider has chosen Five9 for its close collaboration and integration with Salesforce.
Previously, the global enterprise’s system did not integrate with their customer relationship management platform, Salesforce. This resulted in the enterprise’s 150 agents, who field inbound support and sales calls, to lose valuable time looking up caller info, causing a poor service experience for customers.
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The enterprise chose Five9 for its deep Salesforce integration, call routing, visual IVR, chat, email, and screen pops. They also needed virtual private networks (VPNs) for multiple locations, as well as data center connectivity, quality management, and speech analytics – which Five9 delivered.
Five9 has a robust and native integration with Salesforce and worked closely with the Salesforce team to conduct joint demos and onsite meetings with the customer.
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“We have a great relationship with Salesforce and being able to show how we work as one team really made a difference for this customer,” said Dan Burkland, President, Five9. “Customer data is your gold, and that data resides in your CRM. Every part of your business needs to be able to access customer data seamlessly, and this is especially important in the contact center. Agents need to be able to have caller data delivered automatically to create great customer experiences. Five9 has been working with Salesforce for years to ensure that our integration empowers our customers to do this.”
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