Why Five9’s Newest Teams Integration Feature Puts the Customer First

At Five9, we take pride in our extensive partner network and place immense value on our partners' role in modernizing customer experience. With that in mind, I am delighted to share news of two key updates to our most popular UC integration with one of our most notable partners, Microsoft. 

Since launching in 2020, the Five9 UC Adapter for Microsoft Teams has helped to modernize CX for nearly 500 customers, leveraging Teams connectivity to break down organizational barriers and connect agents to subject matter experts (SME) without incurring additional toll charges. 

The Value of Integration

Imagine a scenario where an agent has exhausted all available options to resolve a customer issue and, due to the complexity of the situation, must rely on expert assistance to achieve a resolution. With a consolidated CCaaS and UCaaS directory, agents can view the real-time availability of subject matter experts across the organization. 

This seamless connectivity allows agents to quickly engage the right expert, providing customers with the specific support they need. The result: empowered agents and a dramatic improvement in first-call resolution. 

In With The New

While the scenario above demonstrates the value of agents seeing their colleagues' real-time presence, this ability has traditionally been one-sided. Back-office colleagues were unable to view the presence of contact center agents, limiting the overall value of the integration.

In response to customer demand, Microsoft recently enhanced its APIs, enabling partners to display agent presence to users across the UCaaS organization. 

Leveraging these APIs, the newly updated Five9 UC Adapter for Microsoft Teams introduces pre-built bi-directional presence capabilities, a game-changer for customer service operations. The innovation enables real-time reciprocal status updates between agents and back-office staff, ensuring seamless communication and unparalleled collaboration. 

Now, when an agent is on a call, their status is automatically updated in Microsoft Teams, making it visible to the entire organization. In turn, the presence status of back-office staff is also visible to agents, allowing them to quickly identify and connect with available subject matter experts. In addition, customers have the option to choose to have agent presence displayed in Teams as Do Not Disturb for as long as the agent is logged into Five9, regardless of whether or not the agent is on an active call.

Reflecting on scenario described above, if the Subject Matter Expert has feedback for the agent regarding the customer call, they can now use the agent's real-time presence to choose an appropriate time to reach out, ensuring they can close the loop, provide meaningful feedback, and offer updates that will enhance future call execution. 

M365 Certification

I am also thrilled to share that Microsoft has awarded Five9’s Solution Certified UC Integration for Microsoft Teams its coveted M365 Certified accreditation for a fourth consecutive year. 

The M365 Certified badge is not one you will find on every CCaaS provider’s AppSource Teams integration listing. Its presence on the Five9 listing signifies the completion of a comprehensive security and privacy audit, reinforcing our commitment to trust, reliability, security, and transparency for our customers and partners.  

Our customers have long valued our unwavering commitment to trust and transparency, from our public-facing Five9 Trust Site or to our pledge to uptime via 99.999% SLA. Trust is a bridge-builder, and Five9’s proven dedication empowers organizations to adopt the Five9 Intelligent CX Platform with confidence.

Today, the UC integration for Microsoft Teams is Five9’s most successful and widely deployed UC integration, with tens of thousands of active users globally. With over 320 million Teams users worldwide, a recent surge in Contact Center and UC integrations, and Five9’s steadfast commitment to innovate and deliver next-generation CX, the future is certifiably bright.

To learn more, visit the dedicated Teams UC Integration page on our website.