Freshdesk Telephony Partner Extension with Five9
Verified by FreshworksOffer next-gen support by extending Five9 features with Freshdesk Telephony Partner Extension
Published by Freshworks(about over 1 year ago)
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The Freshdesk Telephony Partner Extension with Five9 improves customer conversations across channels with best-in class omnichannel capabilities. The powerful ticketing capabilities, easy access to customer conversation history, and significant automations empower agents and delight customers.
Freshdesk Telephony Partner Extension with Five9 provides the following features:
• Call Transfers (Both Warm and Cold Transfer)
• Viewing call history
• SSO Login
• Conference Calling
• Freshdesk Ticket Creation
• Contact Search
• On-Screen Caller Information
• Voicemail Recording
• Missed Calls
• Do Not Call List
• Call Parking
• Call Mute/Unmute
• Call Parking
• Call Recordings
• Click to Dial
Freshdesk Telephony Partner Extension with Five9 helps you:
• Bring together telephony and digital customer support into a unified journey
• Empower agents with one click access to customer information to converse contextually, and intelligent caller automation to resolve issues faster
• Work better and faster with Freshdesk’s powerful service automation that allows advanced call handling, automatic ticket creation and others
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Prerequisite: You must have an active Five9 account with relevant accounts for your Five9 agents
Once you install the app from the marketplace, you need to follow these steps:
• Enter your Freshdesk API Key
• Select the Five9 Region
• Save the configuration and refresh the page once
• Add the custom variables through the Five9 admin jnlp app as mentioned here: https://support.freshdesk.com/en/support/solutions/articles/50000004257-freshdesk-telephony-partner-extension-with-five9#Five9-custom-call-variables-setup-for-Freshdesk
• Set up Single Sign-On(SSO) for Five9 within Freshdesk as mentioned here: https://support.freshdesk.com/a/solutions/articles/50000004257?lang=en&portalId=2#Five9-SSO-Set-up
• Set the call recording path through the VCC admin settings as mentioned here: https://support.freshdesk.com/en/support/solutions/articles/50000004257-freshdesk-telephony-partner-extension-with-five9#Five9-Advanced-Recording-Set-up
• Open the Five9 CTI widget from the left sidebar
• Login using Five9 credentials
You’re all set!
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