Five9 announced enhancements to its integration with Zendesk Talk Partner Edition (TPE) that support the latest Zendesk Voice Comment and Standard Call Object features. Together, the companies are streamlining agent workspaces and enhancing contact center capabilities and controls to ensure every customer interaction is personalized and seamless. New key features are built on the latest Zendesk release, with Voice Comment and Standard Call Object arming agents with contextual data needed to identify customer needs and deliver resolution with speed and relevance.

Five9?s comprehensive customer ticket data, like caller identity and intent, is gathered from Five9?s IVA (Intelligent Virtual Agent) and presents them via Five9?s Agent Assist to live agents using the Zendesk Voice Comment feature. The new Five9 enhancements provide key benefits to agents and customers that include: Crisp and customizable ticketing user interface for stronger workspace management, Collapsible ticket view that presents Five9 call data into organized ticket sections and organizable based on priority. Improved agent guidance for better customer experiences, Parent-child ticket aggregation will now simplify ticket handling by consolidating related tickets into a single view to deliver the necessary context live agents need to provide more cohesive and efficient customer service while also enhancing customer personalization and satisfaction.

Increased automation to streamline workflows, Automatic call logging for missed or abandoned calls, no longer requiring agents to manually create tickets. AI-Ready Framework for sharing real-time customer data insights with live agents, The Zendesk-Five9 integration will make it easier to activate existing Five9 AI for real-time guidance, transcriptions, and summaries. Five9 was recently awarded Partner of the Year from Zendesk and is a sponsor of Zendesk Relate, the company?s annual event, taking place in Las Vegas on April 16-18, 2024.