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Five9 Avaya Cloud Office UC Adapter
by Five9

Easily access your contacts, their presence status and the ability to click-to-call from Five9 address book.

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These service providers are built on top of the RingCentral Platform. Apps that work for RingCentral also work for these service providers.

Charter Enterprise
Charter SMB
Frontier + RingCentral
RingCentral for Symphony
RingCentral mit 1&1 Connected Calls
RingCentral mit ecotel
RingCentral mit Telekom
Unify Office by RingCentral

Five9 app integration for Avaya Cloud Office

Five9 has partnered with Avaya Cloud Office to provide a tighter integration between Five9 CCaaS and Avaya Cloud Office UCaaS solutions through the Five9 Avaya Cloud Office UC Adapter. Using this UC Adapter, Five9 agents can communicate with back-office Avaya Cloud Office 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 Avaya Cloud Office 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 Avaya Cloud Office 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 Avaya Cloud Office contact, or a conference call including the Avaya Cloud Office 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 Avaya Cloud Office UC Adapter can be easily installed from the Avaya Cloud Office Gallery

Original release date: 2021-05-14