CCaaS Integration Guide
Five9 Contact Center Integration
ResolveCX adds structured case management, SLA enforcement and compliance audit trails to Five9 Virtual Contact Center deployments. IVR events, post-call data and agent desktop actions all feed into a single governed case record.
Five9 + ResolveCX
Capabilities are configurable. Contact us to discuss your setup.
How it works
Four ways ResolveCX and Five9 work together
IVR and queue events become cases automatically
Five9 IVR script HTTP actions can trigger a ResolveCX webhook at any defined point in the call flow - deflection, callback scheduling or queue transfer. The Five9 SuperAPI also supports post-call event subscription for cases that don't pass through the IVR webhook path.
A case panel inside the Five9 agent desktop
The Five9 Agent Desktop Toolkit (ADT) lets ResolveCX embed a case panel alongside the native Five9 interface. On call connect, the panel can perform an ANI lookup and surface case history, SLA state and escalation options without the agent leaving Five9.
Governed handover from frontline to back office
When a case needs compliance, legal or operations involvement, ResolveCX records the handoff with named ownership, a timestamp and a separate SLA clock. Five9 post-call webhook events can trigger escalation rule evaluation automatically.
Compliance deadlines tracked from the first Five9 event
FCA DISP, Ofcom, CQC and ISO 9001 timers can be applied the moment ResolveCX receives a Five9 contact event. Acknowledgement dispatch, breach alerts and audit trail export are handled within ResolveCX as part of normal case handling.
Common questions
Questions about Five9 and ResolveCX
Ready to bring resolution governance to your Five9 deployment?
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