Five9 Avaya Cloud Office UC Adapter
Easily access your contacts, their presence status and the ability to click-to-call from Five9 address book.
Be the first to write a customer review
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:
- 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.
- Five9 agents can view the real-time presence status of their Avaya Cloud Office contacts at-a-glance right from their address book.
- 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
- Five9 Avaya Cloud Office UC Adapter can be easily installed from the Avaya Cloud Office Gallery
Original release date: 2021-05-14