Five9 Adapter (Open CTI) for Contact Centers

Great Application

We were able to integrate Five9 into our Salesforce environment efficiently. The application is very lightweight and easy for our agents to use while logged into the Salesforce environment. I would love to be able to integrate Five9 digital engagement into our Salesforce environment so we can leverage Five9 chat and email into our customer accounts in Salesforce.

Flawless

From the very beginning, the kickoff was seamless—truly a non-event, which is a testament to the careful planning and expertise of the team. What has stood out the most is the unwavering support and flexibility provided by the vendor. They have consistently been available to address our needs, making the transition smooth and efficient. Their responsiveness has made all the difference, allowing us to focus on our core operations without any disruption. Hands down, this has been the easiest and most exciting vendor relationship I’ve ever encountered. I highly recommend this product to anyone looking for a reliable and supportive partner. It has truly exceeded our expectations!

Great overall experience

Five9 integrated seamlessly into our system. The setup was quick and easy, and the entire Five9 team was there to provide any needed support. They delivered exactly as promised. I'd highly recommend this platform to anyone looking to enhance their contact center.

Not designed for Sales Teams

This app has some potentials but for any sale teams it's not a win win solution. Sales are focused on closing the deal then moving to the next clients. Five9 for salesforce can impact the sales process with dispositions. Campaigns are another issue, inbound vs outbound campaigns, during a inbound the contact is recognized if in salesforce, the contact record is launched then it blocks the ability to answer the call. You need to close the contact record, then click to answer the call. The best option about this is the ability to know who's calling in salesforce. It would be awesome if the conversation was tide to the contact records. The other downside is how Five9 designed everthing in packages, we were only interested in the app, then found we need several other options, e.g. email, texting, sms to name a few. We decided not to go with the SMS, after using the email for a few month, we realize the impact it was on our sales team flow, we asked to have it remove. Finally, it's not for any sales team, but for call center customer services we can also see the impact on business.

Hi Does this still work seamlessly with Salesforce classic?

I have a client who would be interested in using this but are still in Classic. I know it worked well with classic just want to make sure it is still supported. Thank you for your support !

Quick implementation and easy to use CRM / Contact Center integration

Five9’s contact center platform is one of if not the most comprehensive CCaaS solutions on the market supporting everything from a simple menu and call queue to complex hybrid IVR/IVA deployments with customer specific self service, generative or legacy conversational AI driven virtual agents, advanced analytics, work force management, and CRM integrations. This Five9 managed Salesforce integration add-on covers the need for a basic to moderate Salesforce integration perfectly. Providing an easy to install and out of the box solution for basic features expected from an integration between a CRM and contact center platform. Take things further by leveraging the ability to quickly expand the add-in’s capabilities by passing custom variables between Five9 and Salesforce and leveraging Five9’s connectors to present a fully customized agent dashboard. For large enterprises looking for a more native appearing agent experience in Salesforce this add-in provides an excellent stepping stone to the Salesforce service cloud voice BYOT integration.

Great SF Interface

This app is great for streamlining agent work flows with click to dial from Salesforce records and screen pops for inbound calls. So many integration possibilities for your CRM.

Best call center partner on the planet!

The Salesforce adapter for Five9 is a critical part of our service workflow and it works flawlessly! What's even more reliable than the adapter is the company itself - Five9 is by far the best partner for a call center and their reputation is proudly presented in their name, which references uptime :)

Great overall experience

My experience with five9 has been fantastic! The embedded soft phone in Salesforce means that my CSRs do not have to toggle between different screens when assisting our customers. And because the same embedded phone is used for both chat and voice, it makes it much easier and more efficient when switching people between channels.

Great Experience

I've had a great experience with Five9. Whenever I have a question, they are very responsive and helpful!