When customers contact you, whether they are looking for help or planning to purchase your products, they expect your agents to quickly and efficiently handle their request. First Contact Resolution (FCR) is imperative in today’s demanding market. Routing interactions to the right agent quickly and efficiently is one of the many benefits of Five9’s contact center solutions. But what happens when your agent may not be the right person to answer every question? What if the Subject Matter Expert (SME) is not part of your contact center? The Five9 Fuze UC integration connects Fuze’s Unified Communications as a Service (UCaaS) platform, and Five9’s Contact Center as a Service (CCaaS) solution. The integration allows Five9 agents to find and connect with the proper Fuze user with the click of a mouse.

Fuze + Five9How it Works

“At-a-glance” PresenceOnce an agent finds the right user or department, they need to know if the person who can help is available. The Five9 Fuze UC integration includes the ability for agents to see the presence of a Fuze user before they attempt to call, ensuring that they aren’t wasting valuable time trying to connect with a user who is not available.

Consolidated DirectoryWhen a Five9 agent receives a customer call outside of his or her area of expertise, they can quickly search a directory of users and departments to locate the proper SME or Knowledge Worker, ensuring they can find the right person to help with the caller. Once configured, the directory is automatically populated as users are added or changed, with no need for further action from IT or Supervisors.

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Click-to-Call After finding the right resource, connecting is as simple as clicking the Fuze users name. The agent can then talk one on one with the SME, conference them with the customer, or transfer the call. Regardless of what’s required, resolving the customer’s issue on the first call is the main priority.

Dedicated RoutingWhen it’s time to call a Fuze user, you want to connect quickly, and ensure that the call is clear and crisp. Fuze and Five9 have created dedicated routes between each geographically redundant datacenter, ensuring that calls are quickly and efficiently connected between platforms.

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