Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Combine the power of Five9 seamlessly within the Salesforce Omni-Channel widget to empower your contact center with real-time intelligence and automation. Enable agents with Einstein AI, real-time transcription, and next best action to elevate customer service with the Five9 for Service Cloud Voice BYOT.
Integrate Five9 cloud contact center with Salesforce Lightning to streamline inbound/outbound call processes, screen pop customer records, automate call logging, and enable call dispositioning.
🧩 How does Five9 integrate with Salesforce?
Five9 integrates with Salesforce via:
- Five9 Adapter for Salesforce (CTI integration)
- APIs/Webhooks for advanced custom use cases
Key integration points:
- Click-to-dial from Salesforce
- Screen pops on incoming calls
- Logging call data as tasks
- Recording and reporting
🔗 Integration Components
- Five9 Adapter for Salesforce
- Installed Five9 Softphone (Open CTI managed package) into Salesforce: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000001gGgIEAU
- Embedded CTI into Lightning Utility Bar.
- Screen Pop Configuration
- Mapped caller ID to Salesforce Contact and Lead records.
- Configured screen pop for Lead/Case based on call context (inbound/outbound).
- Call Logging & Dispositions
- Enabled automatic activity creation (Task) with duration, disposition, and recording link.
- Created custom Lightning components to show latest call logs per user.
- Click-to-Dial & Call Campaigns
- Enabled click-to-dial from Lead/Contact/Case pages.
- Integrated Five9 campaigns with Salesforce reports via list views.
- Omnichannel & Routing
- Implemented skills-based routing using Five9 IVR and mapped it to Salesforce queues.
- Configured Whisper & Barge-in for call quality monitoring.
- API Integration for Reporting
- Pulled Five9 call logs via REST API into Salesforce custom object for analytics.
- Scheduled Apex job to fetch daily data and store it for dashboards.
📌 Basic Integration Flow
[User in Salesforce]
|
| Click-to-Dial |
↓
[Five9 CTI Adapter] — handles telephony events
|
Incoming Call / Outgoing Call
↓
[Five9 Server triggers Webhook/API]
↓
[Middleware (Node.js/Heroku/Mulesoft)]
|
Authenticates → [Salesforce REST API]
|
→ Creates Task / Logs Call
→ Updates Lead/Contact/Case
→ Stores Recording URL
💡 Challenges & Resolutions
|
Challenge |
Resolution |
|
Softphone not appearing for all users |
Ensure proper Five9 user mapping and profile settings |
|
Call logs not syncing in real-time |
Adjust callback listener in CTI adapter and reduced polling |
|
Multiple records matching on screen pop |
Use custom Apex logic to show a selection screen |
✅ Outcome
- Faster Response and Resolution time
- 100% call logging automation
- Improved CSAT
📈 Technical Stack
- Salesforce: Apex, Lightning Components, Custom Metadata, Flow, Reports/Dashboards, Webhook using Apex Web service
- Five9: CTI Adapter, Call Studio IVR, Five9 REST API
📞 Final Words
At Tenetizer Technologies, we specialize in powerful, scalable Salesforce integrations tailored to your business needs. Whether you’re looking to enhance your call center efficiency, streamline workflows, or gain real-time insights—we’ve done it, and we can do it for you.
💬 Let’s talk about how we can make your Salesforce + Five9 integration a success.