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New Integration Between Zoom Phone and Five9 Intelligent Cloud Contact Center

Five9 and Zoom have announced a new integration between Zoom Phone and Five9 Intelligent Cloud Contact Center. Through this partnership, customer calls can be effortlessly routed between the two telephony solutions without incurring toll charges.

Key takeaways from this integration include:

  • Five9’s contact center as a service model is further integrated into a unified communications framework.
  • Five9 contact center agents can engage with back-office experts using Zoom Phone, enabling agents to transfer the call or bring the expert onto the call.
  • Zoom’s auto attendant can route a call to Five9’s contact center if the call comes through a company’s general number.

Source: SoftwareReviews Five9 Contact Center Software Scorecard. Accessed December 12, 2019.

Our Take

Zoom continues its business strategy of integrating with well-used suites and apps over building its own unified communication platform. In this case, Zoom Phone’s integration with Five9’s Intelligent Cloud Contact Center showcases just how malleable and broad Zoom’s application is.

Zoom is certainly at the forefront of responding to user demand for disparate communications suites and apps to unify. Being interoperable with contact center services reinforces the ubiquity of Zoom across the unified communications space. Indeed, Zoom’s popularity will certainly aid Five9, whose contact center agents now do not have waste time switching between apps – a source of discord for the customer.

Source: SoftwareReviews Zoom Scorecard. Accessed December 12, 2019.

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