Five9 has added an ‘industry-first’ bi-directional Microsoft Teams feature to its contact center integration, displaying real-time presence statuses to Five9 agents and Teams users.
With the ability to see whether co-workers are available, the feature can streamline communications between agents and back-office experts, as they can transfer calls with greater confidence.
As a result, customers will ultimately benefit from faster resolution times.
Jim Hickey, Senior Vice President of Products at Five9, commented on the enhanced integration: “Five9’s partnership with Microsoft revolves around offering customers best-in-class solutions that integrate seamlessly.
“With this enhancement, organizations can transform the way they deliver customer experience.
“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.”
Previously, back-office experts using Teams would not know the presence status of agents; only agents would have that visibility.
However, communication is not one way. For example, if an agent has requested information from an expert then, when they answer, it would help them to know if and when the agent is available.
This ‘bi-directional’ presence feature is the latest collaboration in Five9’s eight-year partnership with Microsoft, which has yielded over 500 shared customers around the globe.
When sharing the partnership’s latest development, Yvonne Muench, Sr. Director of Marketplace & ISV Journey at Microsoft, gave her endorsement for Five9:
Five9’s suite of AI-powered solutions integrates seamlessly with Microsoft Teams, enabling organizations to provide intuitive, personalized customer experiences.
According to Five9, the partnership will continue to focus on empowering customers with integrations that are effective and secure.
In its related press release, Five9 revealed that the integration had received a Microsoft Teams certification and is now generally available.
Elsewhere, Five9 recently held its 2024 CX Summit in Barcelona, from which CX Today explored the top three takeaways.
