Five9
Cloud contact center for inbound and outbound claim calls
Polygrade integrates with Five9, a contact center and communications platform. Five9 is a cloud contact center used for inbound and outbound claim-related calls at some operators. Polygrade's own SMS/voice/chat triage runs alongside it, syncing claim status where the two overlap.
Five9 is a cloud contact center used for inbound and outbound claim-related calls at some operators. Polygrade’s own communication layer, SMS, voice, chat, and web form intake, runs alongside Five9 rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.
Where Polygrade and Five9 overlap
Polygrade’s automated SMS updates reduce outbound call volume for routine status checks, since the homeowner already received the update by text.
Polygrade’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach Five9. That’s the volume Five9 doesn’t have to handle.
For calls that do happen, Polygrade can supply the current claim status so agents aren’t working from stale information.
How the Five9 connection works
Five9’s API supports call context and CRM screen-pop data, which is where Polygrade writes claim status.
A Forward Deployed Engineer sets up the specific handoff points between Polygrade and Five9 during deployment, which claim events should write into Five9, and on what trigger.
What stays in Five9
Five9 continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.
Data handling and security
Claim status written into Five9 comes from a company-specific Polygrade instance, one client’s claim and customer data are never accessible to another. Polygrade is SOC 2 compliant, with both Type I and Type II audits complete.
Every automated communication Polygrade sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding Five9 is auditable back to why it was sent.
Deploying the integration
A dedicated Forward Deployed Engineer configures the specific events that sync between Polygrade and Five9, matching how your team already uses Five9 for support.
Frequently asked questions about Polygrade and Five9
Does Polygrade replace Five9?
No. Five9 continues to handle the support workflows it already runs; Polygrade’s own SMS, voice, and chat triage handles the claim itself and shares status with Five9 where the two overlap.
How does Polygrade connect to Five9?
Five9’s API supports call context and CRM screen-pop data, which is where Polygrade writes claim status.
Does Polygrade reduce the volume reaching Five9?
Where Five9 handles inbound customer contact, yes, Polygrade’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Five9.
