Provides Five9 agents easy access to Office@Hand contacts, their presence status and the ability to click-to-call from Five9 address book.
Five9 has partnered with AT&T to provide a tighter integration between Five9 CCaaS and Office@Hand UCaaS solutions through the Five9 Office@Hand UC Adapter. Using this UC Adapter, Five9 agents can communicate with back office Office@Hand 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 Office@Hand 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 Office@Hand 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 an Office@Hand contact, or a conference call including the Office@Hand 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 Office@Hand UC Adapter can be easily installed from the AT&T App Gallery