Five9, Zoom to Provide Enhanced Agent-Expert Consultation

Five9, Inc. (NASDAQ: FIVN), a cloud contact center provider, has announced the launch of an Agent-Expert Consultation experience which seamlessly enables contact center agents to access the subject matter expertise of any Zoom Phone users in the organization, the company said.

PAR Technology Corporation (PAR) is a joint Five9 and Zoom Video Communications, Inc. customer that has deployed this new Agent-Expert Consultation solution.

In 2019, PAR, a provider of restaurant point-of-sale (POS) solutions, went live with Zoom Phone and the Five9 Intelligent Cloud Contact Center. The combined solution included cloud-to-cloud telephony integration, featuring direct network peering over a private network, and allowed calls to be seamlessly moved between Zoom Phone and Five9. This was achieved without incurring additional toll charges.

Zoom Phone users are identified by department, allowing agents to quickly find an expert to help them. Once the right expert is identified, the agent can talk with him or her one-on-one, conference them with the customer, or transfer the customer to the back-office expert. Regardless of how the call is handled, the goal is to resolve the customer´s issue the first time, every time.

Five9 is a provider of cloud contact center software for the intelligent contact center space, bringing the power of cloud innovation to customers and facilitating more than six billion call minutes annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO and AI to increase agent productivity and deliver tangible business results. The Five9 Genius platform is reliable, secure, compliant and scalable; designed to create exceptional personalized customer experiences.