Unlocking New Enhancements with Salesforce Service Cloud Voice BYOT

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

September 13, 2023

In the ever-evolving world of CX, organizations are looking to provide more fluid experiences. To empower businesses with the power to do so, we 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 center operations, enhance agent efficiency, and improve customer interactions. Let's dive into the exciting new features:

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

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.

Embedded Supervisor Experience

Effective contact center 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 center operations, enabling them to monitor agent presence statuses and actively manage calls. This latest enhancement streamlines the monitoring and management of contact center activities, boosting overall efficiency and performance.

Streamline Management with Delegated Routing

Managing routing logic is a critical aspect of the contact center 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 center 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.

If you are looking to learn more about this integration visit Five9 for Service Cloud Voice BYOT.

Or even better! If you are heading to Dreamforce in San Francisco next week, come stop by booth #1800 to see these new features in action and much more! We’ll also be sharing upcoming enhancements around Artificial Intelligence (AI) to help you save time and money while improving productivity.