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Five9 ecotel UC Adapter
Five9 ecotel UC Adapter
built by Five9 for Five9

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

Five9 ecotel UC Adapter

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

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