Customer Overview
A global security services provider operating large support and operations teams relied on Salesforce Service Cloud for Case management, Omni-Channel routing, and Visualforce pages, while using Five9 as their primary telephony system. To deliver a unified agent experience, the organization needed better alignment between both platforms.
The Challenge
Although the team could display Five9 agent statuses within Salesforce using the Five9 API, deeper challenges impacted operations:
- No real-time synchronization between Salesforce Omni-Channel Presence and Five9
- Inconsistent agent availability led to routing gaps and operational inefficiencies
- Agents were forced to manually update statuses in two systems
- Supervisors lacked a single, accurate source for agent presence and workload
To improve routing, reduce manual overhead, and streamline service delivery, a more cohesive integration was required.
The Solution: Unified Status Mapping & Omni-Channel Alignment
To create consistency across both platforms, our Salesforce consultants implemented a structured Salesforce Service Cloud–Five9 synchronization framework.
Key Capabilities Delivered
- Salesforce Presence Status Harmonization
- Created Salesforce Presence Statuses that directly corresponded to Five9 agent states
- Standardized Availability, Busy, Break, After-Call Work, and Offline definitions for predictable routing
- Two-System Status Mapping
- Configured Five9 to map its internal agent statuses to Salesforce Presence Statuses
- Ensured clean interpretation of availability across both systems
- Visualforce Real-Time Status Alignment
- Updated the Visualforce dashboard to reflect the updated Omni-Channel presence values
- Provided supervisors and agents with accurate, consistently displayed status information
- Architecture for Full Bi-Directional Sync
- Validated a scalable framework enabling deeper automation once full Five9 access is available
- Designed the integration to support event-driven updates, including call start/end presence automation
These capabilities created the foundation for a seamless, synchronized, multi-platform agent experience.
The Results
- Consistent Agent Status Across Systems
Salesforce Omni-Channel and Five9 agent statuses are now aligned, giving teams a single, reliable view of availability.
- Reduced Manual Effort for Agents
Agents no longer need to manage their status separately in Salesforce and Five9, minimizing context switching and errors.
- Improved Routing Accuracy
Standardized presence definitions enable more accurate Omni-Channel routing and better workload distribution.
- Clear Path to Full Automation
The validated integration framework sets the foundation for real-time, bi-directional sync and a fully unified contact center experience.
The integration of Five9 and Salesforce Service Cloud Omni-Channel delivered a more consistent and efficient agent workflow, set the stage for future automation, and improved routing accuracy. With the foundational sync architecture in place, the organization is prepared to evolve into a highly optimized, unified contact center environment.