Five9, provider of the Intelligent CX Platform, announced the latest release of the 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 confidence.
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. “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.”
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This new capability is the next step in Five9’s long-standing strategic partnership with Microsoft, spanning over eight years with more than 500 shared customers worldwide. Five9 and Microsoft’s partnership centers around empowering customers with integrations that are distinctly secure and effective. The bi-directional presence feature is built using Microsoft’s preferred application-level permission model, which offers a greater level of security and convenience for customers. Together, Five9 and Microsoft are simplifying the complex landscape of business tools with integrations that are innovative and reliable. Five9’s UC Integration with Microsoft Teams also recently received Microsoft 365 Certification––a robust security and privacy audit that assesses a company’s security, data handling, and compliance practices––for the fourth consecutive year.
SOURCE: Five9