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Custome 4

The document outlines the process of a customer requesting account onboarding with a call center agent. It involves 1) the customer requesting account creation which triggers a call to the customer, 2) connecting the call to the Five9 platform which is integrated with Callmind, 3) the agent accessing the Five9 app where they can view current call information, add the contact to the CRM, display customer details, and handle parked calls.

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collaberad
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27 views2 pages

Custome 4

The document outlines the process of a customer requesting account onboarding with a call center agent. It involves 1) the customer requesting account creation which triggers a call to the customer, 2) connecting the call to the Five9 platform which is integrated with Callmind, 3) the agent accessing the Five9 app where they can view current call information, add the contact to the CRM, display customer details, and handle parked calls.

Uploaded by

collaberad
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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+-------------------------+--------------------------+------------------------+------------------------

+----------------------+
| Customer | Call Center Agent | Callmind | Five9 | Localclient
|
+-------------------------+--------------------------+------------------------+------------------------
+----------------------+
| [User requests | | | | |
| onboarding] | | | | |
| | | | | | |
| | [1. Request| | | | |
| | account | | | | |
| | creation] | | | | |
| | ---------->| | | | |
| | | | | | |
| | | | | | |
| | | [Initiate Call to | | | |
| | | Customer] | | | |
| | | ---------->| | | | |
| | | | | | | |
| | | | [Connect to| | | |
| | | | Five9] | | | |
| | | | --------->| | | |
| | | | | | | |
| | | | | [Integrated with | | |
| | | | | Callmine] | | |
| | | | | -------------------->| | |
| | | | | | | |
| | | | | | [Access | |
| | | | | | App-atl.five9.com] | |
| | | | | | -------------------->| |
| | | | | | | |
| | | | | | | [View Current Call |
| | | | | | | Information] |
| | | | | | | -------------------->|
| | | | | | | |
| | | | | | | [Add to DC Contact |
| | | | | | | Recon] |
| | | | | | | -------------------->|
| | | | | | | |
| | | | | | | [Display Customer |
| | | | | | | Details] |
| | | | | | | -------------------->|
| | | | | | | |
| | | | | | | [Handle Parked Calls]|
| | | | | | | -------------------->|

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