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Five9 Symphony UC Adapter
Five9 Symphony UC Adapter
by Five9

Provides Five9 agents easy access to Symphony contacts, their presence status and the ability to click-to-call from Five9 address book.

Five9 UC Adapter for Symphony

Using this UC Adapter, Five9 agents can communicate with back-office Symphony 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 Symphony 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 Symphony 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 Symphony contact, or a conference call including the Symphony 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 Symphony UC Adapter can be easily installed from the AT&T App Gallery


Original release date: 2021-05-15

App Scope and Permissions

When authorized, this app will be granted the following permissions:

PermissionDescription
Read PresenceView user presence status
Read AccountsView user account information, e.g. name, business name, and contact info
Webhook SubscriptionsManage and subscribe to webhook notifications