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.
As a best practice, you will want to create only one (1) Five9 List record per improveit 360 Object. improveit 360 does not recommend creating specific Object filters on the Five9 List query. You will want to setup the individual Call Campaign Filters within the Five9 application. Creating only one (1) Five9 List record ensures that all qualifying records are queried and sent to Five9. Once the records are available in Five9 you can Filter and Sort them based on Criteria.
Also, improveit 360 recommends tracking field changes on the Five9 List ID field. See also Set History Tracking.
In this example, we are sending Marketing Opportunity data to Five9.
Be sure you are mapping every field from improveit 360 that your company would want to use within Five9.
Note: When mapping Marketing Opportunity fields, you may need to create Custom Fields to pull data from the Prospect object or the Previous Appointment.
In the example below, we have added Custom Fields to pull data from the Previous Appointment and Prospect including Phone 1 and Phone 2, Prospect First Name and Last Name, Previous Appointment Date and Previous Appointment Result.
Custom fields can be easily recognized in the mapping template as they do not include the improveit 360 package prefix: ‘i360__’. All improveit 360 managed fields will include one of the following prefixes:
A Salesforce Flow is required to send qualifying records to the Five9 List.
The Marketing Opportunity Status is used to determine if the record should be added to the Five9 List or removed from the Five9 List. If the Marketing Opportunity is marked Completed in improveit 360, the record will be Deleted from the Five9 List.
Marketing Opportunity is the primary record in improveit 360 used to prompt internal staff to contact a Prospect. Marketing Opportunities are created and Due when:
- A new Prospect is created
- A new Lead Source is created for an existing Prospect
- An Appointment was Resulted as something other than Sold
- 180 Days after a Sale was marked Final
To learn more about the relationship between Prospect, Lead Source and Marketing Opportunity records, watch this short video:
If you're interested in the rest of this video series, see also: Lead Entry Training