Unlocking New Enhancements With Salesforce Service Cloud Voice BYOT

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Filed under - Contact Centre News,

In the ever-evolving world of CX, organizations are looking to provide more fluid experiences. To empower businesses with the power to do so, Five9 are thrilled to share the latest enhancements with Five9 for Service Cloud Voice BYOT (Bring Your Own Telephony).

These enhancements are designed to streamline contact centre operations, enhance agent efficiency, and improve customer interactions. Let’s dive into the exciting new features:

1. Global Expansion Across EU, UK, and Canada

Operating across the globe is a crucial component of any organization. The Five9 for Service Cloud Voice BYOT adapter is now available in EU, UK, and Canada data centres.

This expansion ensures that organizations across these regions can leverage the BYOT integration to unlock powerful contact centre capabilities seamlessly.

2. Advanced Search and Screen Pop with Five9 Call Attached Variables and Salesforce Screen Flow

Efficiency and productivity are crucial in delivering fluid customer experiences. The latest round of enhancements now supports advanced searching of any Salesforce object based on Five9 call attached variables passed within the Interactive Voice Response (IVR) system.

Leveraging Salesforce screen flows, agents and admins can perform efficient and customizable searches, enabling faster issue resolution and personalized customer interactions.

3. Embedded Supervisor Experience

Effective contact centre management plays a pivotal role in delivering fluid customer experiences. Five9 Supervisor Plus is now available with an embedded widget within Service Cloud Voice BYOT.

Supervisors gain real-time insights into their contact centre operations, enabling them to monitor agent presence statuses and actively manage calls.

This latest enhancement streamlines the monitoring and management of contact centre activities, boosting overall efficiency and performance.

4. Streamline Management with Delegated Routing

Managing routing logic is a critical aspect of the contact centre to operate seamlessly. To simplify this process, the Service Cloud Voice BYOT adapter introduces delegated routing capabilities.

With this feature, routing logic can be managed directly within Five9, eliminating the need for complex integrations.

Organizations can effortlessly create and maintain routing rules, resulting in streamlined maintenance and improved overall efficiency.

With this latest round of enhancements, Five9 for Service Cloud Voice BYOT helps organizations expand globally, advance searching capabilities, and streamline contact centre operations and routing capabilities.

As organizations look to utilize these enhancements, they position themselves to deliver more fluid customer experiences, powering growth and customer loyalty in today’s competitive landscape.

This blog post has been re-published by kind permission of Five9 – View the Original Article

For more information about Five9 - visit the Five9 Website

About Five9

Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Five9

Published On: 14th Sep 2023 - Last modified: 15th Sep 2023
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