Five9 Announces Expansion of Microsoft Teams UC Integration

For the most complete (and, of course, timely) customer interactions, contact center agents often need to tap subject matter experts elsewhere in the company, and even with partner organizations. While it’s a good way to provide the best customer experience (CX) possible, it can often be a complex and time-consuming matter to bring subject matter experts together with agents and customers, which delays the resolution of customer issues.

To help remedy this, Five9 announced the latest release of its Microsoft Teams UC Integration with bi-directional presence to enhance agent-expert communication and accelerate resolutions for more complex customer requests.

For the first time, both Five9 agents and Microsoft Teams users can simultaneously view everyone’s presence status, empowering contact center agents and back-office experts to click-to-call, conference in, or transfer calls with more confidence.

In the announcement, the two companies stated that this integration "is the next step in Five9’s long-standing partnership with Microsoft, spanning over eight years with more than 500 shared customers worldwide."

Historically, only Five9 agents could view back-office experts' real-time availability. Back-office experts using Teams had no visibility into agents’ availability — such as being on another call — making it difficult to know when it’s best to call an agent back and provide additional support. Five9 now enables more seamless collaboration between agents and Microsoft Teams users with a pre-built bi-directional presence feature. Agents and back-office experts can view each other’s real-time availability, ensuring better timing for calls and support, enhancing employee connections, and boosting contact center efficiency.

“Five9’s partnership with Microsoft revolves around offering customers best-in-class solutions that integrate seamlessly,” said Jim Hickey, Senior Vice President of Products, Five9, in a statement. “With this enhancement, organizations can transform the way they deliver prime customer experiences. We’re proud to be the first in the market to deliver a pre-built bi-directional presence feature with Microsoft Teams. Our joint customers can now enjoy a complete connection between the contact center and back-office subject matter experts.”