Five9, Inc., a leading provider of the intelligent cloud contact center, announces that Microsoft has selected Five9 as a strategic contact center partner to deeply integrate the Five9 Intelligent Cloud Contact Center platform with Microsoft Teams.
@Five9 to Provide Extraordinary Customer Experiences using @Microsoft Teams
“We are very pleased to partner closely with Microsoft Teams to deliver a superior end-to-end solution to our customers,” said Dan Burkland, Five9 President. “With the addition of Teams, we can now deliver a fully integrated solution encompassing Teams, Microsoft Dynamics 365, and Five9, which enables the digital enterprise to deliver unparalleled customer experience.”
The new Five9 and Teams integration improves the customer experience by taking the collaboration capabilities of the Teams platform and integrating it with the Five9 Intelligent Cloud Contact Center solution. This gives contact center agents access to all the resources of their Teams’ community, providing quicker resolutions to issues.
“The seamless integration between Five9 and Microsoft Teams arms the agents with the ability to gain access to experts across the organization to deliver a superior experience,” said Jonathan Rosenberg, Five9 CTO and Head of Artificial Intelligence.
The initial integration between Five9 and Teams will provide agents access to subject matter experts that are using Teams. Through a consolidated directory, Five9 agents can see the presence of Teams users, grouped by expertise, in their Agent Desktop application. The agent then can simply click to call the expert. Agents can conference the expert in with the customer or transfer the customer call completely to the expert. The ability to identify Teams contacts by department or area of expertise makes it easy for agents to consult with the right expert. All calls between Five9 contact center agents and Teams experts are routed over a private SIP Trunk, thus avoiding any toll charges.