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:
Source: SoftwareReviews Five9 Contact Center Software Scorecard. Accessed December 12, 2019.
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.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.
On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.