Using this UC Adapter, Five9 agents can communicate with back-office RingCentral 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 RingCentral 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 RingCentral 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 RingCentral contact, or a conference call including the RingCentral 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 RingCentral UC Adapter can be easily installed from the AT&T App Gallery
Original release date: 2021-05-15