Seamless CX with Federated Routing for Five9 + Zendesk

Let’s be real. Today’s customer experience is too complex, too fragmented, and too fast-paced to rely on disconnected systems. If your agents are still flipping between tabs to update their availability or getting slammed with multiple tasks from different platforms at once, it’s not just inefficient—it’s unsustainable. 

We’re changing that. 

With the launch of Federated Routing, a new feature addition to the Five9 and Zendesk integration, we’re putting an end to the status chaos that’s plagued support teams for too long. This is the kind of foundational shift that clears the way for true omnichannel operations. 

Let’s break down why this matters, and why it’s landing at exactly the right time. 

The Myth of Omnichannel: Why CX Still Falls Short 

You’ve heard it before: “We offer omnichannel support.” But the reality is, most businesses are still running multi-channel support systems that operate in silos. They may share data at a surface level, but behind the scenes, the agent experience is fragmented. 

An agent answers a call in Five9, but Zendesk still thinks they’re available. Meanwhile, a new ticket gets assigned. The agent is caught in a tug-of-war between platforms. The customer gets delayed. And the supervisor sees none of it in real time. 

That’s not seamless. That’s a system defect. And it’s happening thousands of times a day in companies that have the right tools but not the right connection between them. 

Introducing Federated Routing 

This new feature brings agent status into alignment across both Zendesk and Five9 in real time. No clicks, no toggles, no guesswork. 

When an agent takes a call in Five9, Zendesk instantly marks them as unavailable. When they set themselves to “Away” in Zendesk, Five9 reflects that as well. Both systems reflect it instantly. The sync works both ways, whether the change originates in Five9 or Zendesk. 

What you get is one agent, one status, one version of the truth. It’s clean, automatic, and it just works. 

Why This Matters Now 

Agents Are Already Maxed Out 

Today’s frontline teams are being asked to handle more channels, more volume, and more complexity than ever before. Every extra task, like manually changing a status, is friction that adds up. When agents are expected to multitask across systems that don’t communicate, the result is fatigue, mistakes, and churn. Automating presence isn’t just productivity play— it’s an investment in agent well-being. 

Supervisors Need Clarity, Not Guesswork 

Workforce management depends on clear, accurate data. You can’t manage what you can’t see. If your team is using multiple systems that track availability separately, how do you know who’s really online? Who’s taking a call? Who’s ready for the next ticket? Automatic presence sync gives supervisors real-time, reliable visibility so they can make smarter decisions around staffing, routing, and performance. No more flying blind. 

Customers Expect Immediate, Seamless Service 

Customer expectations aren’t slowing down. They want help fast, regardless of the channel they choose. They don’t care how many systems you use. They just want to feel seen and supported. When your platforms are aligned, your routing gets smarter, and the customer’s path to resolution gets shorter. That’s how you win loyalty—by showing up when it matters. 

Competing on Experience Starts with Fixing the Foundation 

We talk a lot about AI, automation, and personalization but those things only work if the foundation is solid. When platforms don’t sync, even the most advanced tech can’t deliver the experience customers expect.  

Fixing agent presence sync isn’t flashy, but it quietly powers everything that matters. It makes teams more efficient, operations more resilient, and customers more satisfied. 

Great CX doesn’t come from adding more tools. It comes from making existing tools work smarter together. 

Get Synced and Ahead 

Federated Routing is now live for teams using the Five9 Adapter for Zendesk. 

It’s easy to activate and fits perfectly into your current workflows. And it gives agents and supervisors immediate, tangible benefits. 

Talk to your Five9 CSM to get you started.  

Because the most competitive CX teams aren’t just investing in more tools. They’re connecting the ones they already have and making them work smarter— together.