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Question

 Amit Mishra (AmitMishra)
CVS Health
Amit Mishra
CVS Health
US
AmitMishra Member since 2015 1 post
CVS Health
Posted: Jan 25, 2024
Last activity: Mar 15, 2024
Posted: 25 Jan 2024 15:23 EST
Last activity: 15 Mar 2024 5:04 EDT
Solved

Five9 CTI Integration

Hi, we are planning to move to five9 from Avaya AES. Current Pega version is 8.8.3. There is not much info available around five9 integration. Can someone please provide steps or documentation to integrate with Five9?

***Edited by Moderator Marissa to add Capability tags***
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Pega Customer Service 8.8
Telephony
Data Integration

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Accepted Solution

Posted: 9 months ago
Updated: 9 months ago
Posted: 9 Feb 2024 2:13 EST
Updated: 16 Feb 2024 9:12 EST
Sandeep Penumadu (SandeepPenumadu)
PEGA
Senior Product Manager, Customer Service Voice
Pegasystems Inc.
IN

@AmitMishra  Please refer to this documentation - Adding Embedded UI links (pega.com), In the Pega Call 8.8.x version, we have an out-of-the-box (OOTB) Five9 CTI connector being implemented. To set up the CTI link follow teh steps as described in the documentation, Once the Five9 CTI setup is complete, agents can start using the CTI functionality instantly.

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Posted: 8 months ago
Posted: 15 Mar 2024 5:04 EDT
Mohammed Dawood (MohammedD6575)
Bayport Financial Services 2010 Ltd

Bayport Financial Services 2010 Ltd
ZA

@AmitMishra five9 is a very good platform but please not that the integration is a nighmare for extended services.

 

you should rather consider amazon connect.

 

Mohammed

 

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