Five9 Integration Details

improveit 360 can integrate with Five9 using Five9 Lists and List Sync. 

About this Integration... 

Five9 https://www.five9.com/ provides cloud-based tools for call centers / contact centers. Five9 is a popular solution for companies with large, distributed or advanced Call Centers. 

The Five9 integration queries records from improveit 360 and sends data to Five9, to be used within Call Campaigns and communication efforts initiated from Five9.

Each improveit 360 Object that your company would like to send to a Five9 list is a one-time setup fee of $2000.

From within your Salesforce instance, you will be prompted to login using your Five9 login credentials when you launch a Five9 app from within Salesforce. 

The Five9 List records act as the calling Campaigns which target specific records for telemarketers to call. 

Within each List our team will set the field Mapping for each object record. The example below shows the Inquiry object field and how they are mapped to Five9 Fields. 

Once the integration is setup and working as intended, a logged Salesforce Task with a Type of Call is associated to the Account and Contact, and will show in the Account Timeline as well as on the Activities Tab. 

Within each completed Task, you will be able to see additional information about the Five9 Call including Five9 Campaign, call duration, the Five9 Agent's name, and Call Result. In the example below, the caller made an outbound call and Left a Voicemail. 

Here is an example Task which is related to a past Sales Appointment that did not sell: 

Here is an additional example Task record that is related to the Sales Opportunity record in improveit 360: 

Troubleshooting Tip 

After setup, do not change the Name of any Five9 Campaigns, and do not change the Object the Task is being related to, or the Flow automations will need to be re-configured (and could result in additional Setup fees). 

Do not alter the mapping of the Top Task Logger tool or which Object the Tasks will be mapped to. BEFORE making any changes, consult with improveit 360. Failure to notify improveit 360 of changes made to the mapping will result in Failed Flows and Tasks not getting related to Object records.