Disposition-Driven Case Automation
Five9 Contact Center Integration
Turn Five9 disposition codes into complaint cases the moment agents wrap a call. The VCC REST API enriches every record with campaign and call data, while jurisdiction-aware rules cover FCA-regulated UK teams and CFPB-facing US operations alike.
Five9 + ResolveCX
Capabilities are configurable. Contact us to discuss your setup.
How it works
Four ways ResolveCX and Five9 work together
Disposition codes as the case trigger
Five9's disposition model is the heart of this integration. When an agent wraps a call with a complaint-class disposition code, ResolveCX opens or updates a case from that outcome — no separate form, no swivel-chair entry. Disposition-to-case mapping is configured per campaign, so a collections queue and a service queue can drive different case types.
VCC REST API for contact data, ADT for the desktop
The Five9 Virtual Contact Center REST APIs supply campaign, contact and call variable data to enrich each case at creation. The Agent Desktop Toolkit embeds the ResolveCX panel in the Five9 workspace, running an ANI lookup on connect so the agent sees prior complaints before saying hello.
IVR script HTTP actions catch pre-agent complaints
Five9 IVR scripts support HTTP GET/POST actions at any node. Placing one on complaint-intent branches means a caller who selects the complaints option and then hangs up still generates a case, carrying the DNIS, campaign and menu path into the record.
One platform, two rulebooks: FCA and CFPB
Five9's footprint spans UK and US financial services, so ResolveCX runs jurisdiction-aware rulesets on the same deployment: FCA DISP timelines for UK-regulated entities and CFPB complaint-response expectations for US operations. The applicable rulebook is selected from the campaign or business unit on the originating Five9 contact.
Common questions
Questions about Five9 and ResolveCX
Ready to bring resolution governance to your Five9 deployment?
We tailor every integration to your setup. Talk to us about what you need.
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