Five9 Integration - Online Help | Zoho CRM


Five9 is a cloud-based contact centre service that allows agents to log in from anywhere — all they need is a computer, a headset, and an Internet connection to handle inbound and outbound calls with their customers over multiple channels. It allows better customer engagements and faster response times by allowing the agents to connect over phone, web, chat, email, video, or social media.
Integrating the telephony platform with Zoho CRM further empowers the agents to gain access to customer's sales, investments, and purchase information that help them provide the best customer experience. The integration will facilitate the agents to click-to-dial a customer from the Zoho CRM interface. 
Setup Five9 integration
The integration can be enabled by the administrators. Once the integration is enabled, the users/agents need to login to Five9 with their Five9 login credentials individually. 
Post integration, the users can click-to-dial from the list view to make calls to the customers. They can also receive incoming calls in the CRM account.

  1. The integration can be enabled by users who have administrator permission in Zoho CRM.
  2. Five9 is available for Standard and above editions.
To integrate Five9
  1. Go to Setup > Channels > Telephony.
  2. Select Five9 from the list of telephony providers and click Integrate.

  3. Click Enable.

  4. In your CRM account, click Login to Five9.
    The telephony users have to login to their CRM accounts first.

  5. You will be redirected to Five9 login page. 
  6. In the Five9 login screen, login with your Five9 username and password.

  7. In the Station Setup page, enter the Station Number, Audio Input/Output settings.
    You are ready to use the setup.

Change user status
From the Zoho CRM account the users can change their status based on their availability to:
  1. Ready (voice)
  2. Not ready

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