Why Integrating Five9 with Salesforce Is a Game-Changer for Call Centres

Introduction:

Modern call centres are under immense pressure to deliver exceptional customer experiences while maintaining operational efficiency. The gap between high customer expectations and outdated agent workflows has widened, leaving many businesses struggling to stay competitive.

Enter Five9 and Salesforce integration—a powerful combo that bridges this gap by unifying omnichannel communications with CRM intelligence. While Salesforce is a robust customer relationship management (CRM) platform, Five9 is a leading cloud contact centre software that provides intelligent routing, predictive dialling, and real-time analytics.

When these two platforms are integrated seamlessly, the result is a highly automated, intelligent, and responsive call centre CRM that enhances agent productivity, reduces response times, and ultimately elevates the customer experience.

Consider this: 60% of contact centre agents report inefficiencies due to switching between systems. With a Five9-Salesforce integration, all agent activities—from inbound call routing to outbound campaign management—happen within a unified interface, drastically reducing context switching and boosting efficiency.

This blog dives into the technical architecture, must-use features, and real-world use cases of integrating Five9 with Salesforce, and why it’s a game-changer for modern contact centres.

What is Five9 + Salesforce Integration?

Five9–Salesforce Integration is a powerful connection between Five9, a leading cloud-based contact centre solution, and Salesforce, the world’s #1 CRM platform. This integration enables businesses to deliver seamless, efficient, and personalised customer experiences by combining call centre capabilities with customer data, workflows, and automation from Salesforce.

At its core, the Five9-Salesforce integration enables contact centre agents to work entirely within the Salesforce interface while leveraging Five9’s telephony and intelligent call routing features.

Technical Breakdown: The Mechanics Behind the Magic:

At its core, Five9–Salesforce integration connects Five9’s Intelligent Cloud Contact Centre with Salesforce Service Cloud or Sales Cloud, creating a unified environment for omnichannel engagement and CRM data flow. Here’s how it works:

1. Five9 Adapter for Salesforce:

1. • A managed package installed within Salesforce that embeds Five9 capabilities directly into the UI.
   • Provides a softphone widget, click-to-dial, automatic screen pops, and call logging.
     
     

2. Five9 RESTful APIs:

1. • Enables real-time two-way data exchange between Salesforce and Five9.
   • Used for fetching customer data, pushing call logs, and executing CRM-triggered actions.
     
     

3. Salesforce CTI (Computer Telephony Integration) Toolkit

1. • Acts as the middleware, allowing Five9’s softphone to interact with Salesforce Lightning Experience.
   • Supports automation through Apex triggers and Flow.
     
     

4. Omnichannel Synchronisation:

• Five9 routes calls, emails, chats, and SMS based on Salesforce case priority, agent availability, or skill level.
  
• Salesforce Omnichannel Supervisor can monitor and intervene in Five9 interactions.
  
  

Key Terminology:

• CTI Adapter: A Salesforce-installed component enabling telephony functions inside the Salesforce UI.
• Omnichannel Routing: Dynamic allocation of cases or leads across voice, chat, and social channels.
• Screen Pop: A UI event that displays customer records in Salesforce when a call is received.
• Disposition Code: A custom call outcome label logged in Salesforce after a call ends.
• Click-to-Dial: A function allowing users to call any phone number directly from Salesforce with one click.
  
  

Architecture Overview:

Data Flow:

1. Entry: Customer initiates a voice call, email, or chat—Five9 receives and classifies the request.
2. Routing: Five9 applies skill-based routing and queues the request.
3. Screen Pop: On connection, Salesforce record pops open via Open CTI.
4. Agent Activity: Calls handled within Salesforce; notes, tasks, and outcomes logged.
5. Disposition + Reporting: Five9 syncs call metadata and outcomes into Salesforce.
6. Follow-Up Workflows: Salesforce automation triggers based on call results.
   
   

Why Use Five9–Salesforce Integration?

1: Disconnected Systems:

Before integration, a healthcare provider faced challenges where agents had to manually search Salesforce for caller information. This added 20–30 seconds per call—translating into 15+ hours/week lost.

Solution: Five9’s Salesforce Adapter enabled screen pops based on caller ID. Agents could resolve queries 30% faster.

2: Delayed Reporting and Compliance:

A retail client needed real-time call logs in Salesforce to monitor SLA compliance.
Solution: Five9’s real-time API integration pushed logs into Salesforce dashboards instantly, allowing the QA team to act on breaches within minutes instead of hours.

3: Reducing Agent Idle Time:

Traditional dialers often leave agents idle between calls. With Five9’s predictive dialer, connected directly to Salesforce Campaigns, idle time drops dramatically.

Solution: One B2C financial services client saw a 34% increase in daily outbound calls per agent.

4: Context-Driven Conversations:

Without screen pops, agents fumble for context. Integration ensures customer records load instantly with the call.

Solution: A healthcare provider reduced average handle time by 20 seconds per call—translating to 5+ hours saved daily across a 100-agent team.

Key Benefits of Salesforce and Five9 Integration:

Practical Must-Use Features

1. Softphone UI in Salesforce:

Benefits: Unified interface, faster onboarding
Pitfall: Can be buggy in Classic UI—use Lightning only
Best Practice: Load softphone as a Lightning Component

2. Five9 Workflow Integration:

Use Case: Trigger a call when a new case is created for VIP
Mitigation: Set proper call throttle rules
Best Practice: Test Flow in sandbox with mock data

3. Automatic Disposition Sync:

Use Case: Push follow-up tasks into Salesforce
Pitfall: Disposition codes may mismatch—sync code sets
Best Practice: Maintain mirrored picklist values in Salesforce

4. Call Record Archival:

Use Case: Compliance with industry laws (HIPAA, GDPR)
Pitfall: Storage overload in Salesforce
Best Practice: Store transcripts in an external object or AWS

Real-World Use Cases

1: Financial Services – Reducing Call Handling Time:

Challenge: A leading insurance provider faced long average handling times (AHT) due to scattered systems.

Solution:

• Deployed Five9 CTI Adapter
• Embedded softphone and click-to-dial in Salesforce
• Set up screen pops for caller ID → Case record

Outcome: AHT dropped from 5.6 minutes to 3.9 minutes—a 30% improvement.

2: E-Commerce – Scaling Support in Holiday Season:

Challenge: A D2C fashion brand saw a 5x increase in support tickets during sales.

Solution:

• Enabled omnichannel Five9 + Salesforce routing (voice, chat, social)
• Integrated real-time API logging to Salesforce Cases
• Built SLA dashboard in Salesforce using Five9 data

   

Outcome: Handled 40% more tickets with the same headcount.

Conclusion:

In an era where every second of customer wait time can cost you loyalty and revenue, integrating Five9 with Salesforce isn’t just a tech upgrade—it’s a business imperative.

From smarter routing and faster resolution to deeper reporting and real-time logging, the value of this integration touches every corner of your contact centre. And as AI and automation continue to evolve, this duo lays the foundation for even more intelligent CX.

Your Next Step:

Start by testing the Five9 Adapter in your Salesforce sandbox, configuring basic screen pops and click-to-dial. Then layer on automation and reporting.

Strategic Tip:

To future-proof your investment, combine Salesforce’s Einstein AI with Five9 call data to predict churn, personalise offers, and auto-escalate high-priority issues.

Let Twopir help you integrate, optimise, and scale this powerhouse combination—because great customer service shouldn’t wait.