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Integration

Video RTC for Five9

The integration of Video RTC with Five9 transforms your Cloud Contact Center into Video CCaaS solution, offering strategic benefits that drive business performance.

  • Transactional Video Calls

    Video RTC with Five9 revolutionizes contact centers through SPLIT, enabling transactional video calls across the entire CRM ecosystem

  • Seamless Omnichannel Experience

    We facilitate perfect transitions between text and video while maintaining the complete context of each conversation.

  • ROI Maximization

    Transfers between agents, real-time supervision, and visual tools optimize critical KPIs and elevate customer satisfaction.

About Five9

Five9 es un proveedor líder en soluciones de Contact Center as a Service (CCaaS), con una plataforma en la nube que integra canales como voz, email, chat y redes sociales en un entorno unificado. Reconocida por Gartner como líder en el Magic Quadrant para CCaaS en 2025, Five9 ofrece herramientas avanzadas para agentes y supervisores, incluyendo gestión de la fuerza laboral, control de calidad y análisis predictivos. Su enfoque en inteligencia artificial y automatización permite a miles de empresas optimizar la experiencia del cliente (CX), reduciendo tiempos de manejo y mejorando la resolución en el primer contacto. La plataforma Five9 Intelligent Cloud Contact Center proporciona servicios de telefonía, aplicaciones de autoatención y colaboración en el lugar de trabajo, facilitando operaciones escalables y seguras en entornos empresariales de alto rendimiento.

Five9 Website

Compatible Solutions

- Five9 Cloud Contact Center

How Does Video RTC Integrate with Five9?

Video RTC se integra de forma avanzada con Five9 mediante el protocolo híbrido SPLIT, que combina SIP para control transaccional y WebRTC para acceso universal sin plugins. Esta integración enriquece la infraestructura CCaaS de Five9, compatible con todas sus versiones, sin necesidad de reemplazos costosos. Las videollamadas se distribuyen a través del ACD de Five9, utilizando las mismas reglas de negocio que para las llamadas de voz. Los agentes pueden realizar transferencias fluidas entre video y voz, supervisar interacciones en tiempo real y controlar funciones estándar como pickup, hangup, on-hold y transferencias desde el DialPad de Five9. La implementación se realiza mediante conectividad en la nube, asegurando una adopción rápida y sin interrupciones en su ecosistema existente.

Video Calling Modes

* SPLIT Forward * SPLIT Reverse * SPLIT Scheduled * SPLIT Messaging & WhatsApp * SPLIT Remote Viewer * SPLIT Deaf Interpreter * SPLIT AI CoPilot

Benefits of Integrating Video RTC with Five9

  • Increases Conversion and Resolution

    Facilitates scaling from text to video interactions in real-time, increasing conversion rates by 2-4 times and improving First Contact Resolution (FCR) by 15-20%.

  • Optimized Operational Efficiency

    Reduces Average Handling Time (AHT) through visual diagnostics and collaboration tools, minimizing on-site visits by up to 40% and optimizing resources.

  • Improves Customer Experience (CX)

    Provides personalized and human interactions, elevating Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), and positioning your brand as innovative in customer service.

  • Accelerates Return on Investment (ROI)

    Transforms your contact center into a transactional video call center for assisted sales and proactive support, with an implementation that safeguards your previous investments in Five9.

Key and Differentiating Features

  • Integration (SPLIT)

    Advanced SIP+WebRTC routing integrated with Five9 that enables complex contact scenarios superior to pure WebRTC solutions. This hybrid architecture maximizes compatibility with existing infrastructure while enabling new multimedia functionalities.

  • Interoperability (SIP)

    Video transfers to external extensions or services with automatic transcoding in multiple SIP transfer modes. Directly uses the standard Five9 Widget Dialpad, ensuring maximum operational continuity and flexibility for processes.

  • Video Call Transfers

    Advanced capability to redirect video calls to specific queues or individual agents while maintaining the complete context of the interaction. Includes consultative transfer with metadata and conversation sequence, avoiding repetitions and improving user experience.

  • Advanced Supervision

    Call Whispering system that allows real-time guidance from supervisors during video calls without being detected by the customer. Includes silent monitoring, discreet intervention, and live quality analysis to optimize agent performance.

  • Escalation from Messaging

    SPLIT mechanism that allows smooth transitions from messaging conversations: Chat, Social Networks, SMS, or WhatsApp to voice or video communications. Maintains conversational coherence and complete history during channel elevation.

  • Picture-in-Picture (PiP)

    Multitasking interface for agents during video calls that significantly increases productivity and operational efficiency. Allows consulting CRM systems, knowledge bases, and internal tools without interrupting visual contact with the customer.

  • Virtual Backgrounds (Back+)

    Advanced background customization system with corporate image and blur mode to maintain professionalism. Includes predefined templates, automatic adaptation to lighting conditions, and centralized configuration options for brand consistency.

  • Widgets Customization

    Fully responsive web widgets with custom branding options that work without apps or additional downloads. Includes Kiosk mode for public terminals and adaptation options for different business verticals with advanced CSS customization.

  • Video Recording

    Complete Video REC system with metadata management, intelligent processing, and secure scalable storage. Incorporates advanced search capabilities, automatic tagging, and configurable retention according to corporate policies, with integration options for existing quality systems.

Security and Privacy

Video RTC for Five9 offers a multi-layer security system designed for highly regulated environments such as banking, insurance, and healthcare, implementing end-to-end AES-256 encryption with a private architecture of dedicated nodes per client. It operates on an AWS environment with ISO 27001/27017/27018 certifications, guaranteeing data sovereignty through regional storage in customized S3 buckets and 99.99% availability thanks to its multi-region architecture. It complies with GDPR, HIPAA, PCI DSS, SOC2, and CCPA regulations, providing detailed logs for audits and access management via SSO/SAML, while Video REC offers multi-level storage (S3 Standard, Intelligent-Tiering, and Glacier) with secure processing via SFTP/API and asymmetric key encryption that guarantees confidentiality in large-scale operations.

AWS Technology Partner

Interactive Powers is a certified Amazon Web Services (AWS) partner. Our strategic collaboration with AWS allows us to offer our customers significant competitive advantages: reduction in operational costs, dynamic scalability according to demand, and accelerated deployment of infrastructure as a service (IaaS) with maximum security and performance.

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