Five9 VoiceStream integration overview
Plan and prepare for integrating the Verint recording solution with Five9 VoiceStream by understanding the required components, how they communicate, and who is responsible for deploying them.
A Five9 contact center supports cloud-based customer interactions. The Five9 VoiceStream RESTful API enables cloud-to-cloud real-time streaming of live voice and text transcriptions from Five9. The API provides secure access to media streams and call-signaling events for calls passing through the contact center.
High-level flow
The incoming and outgoing calls from Five9 are streamed to the Verint recording solution using Session Initiation Protocol (SIP). A separate stream is sent for caller and agent audio. A unique Five9 call ID ties the two streams together. The Five9 Event Subscription Service provides delivery of server-side CTI events. Call IDs are passed on as part of the Call Events, which allows Verint to map the audio streams and call events together.