Microsoft Teams has evolved rapidly over the last couple of years to become the go-to solution for collaboration and communication in the modern enterprise. Implementing everything from virtual backgrounds to powerful presentation modes, Teams ensures employees can stay productive anywhere. Unfortunately, there are still things Teams can’t do alone. 

For instance, while Microsoft is increasingly investing in new telephony solutions for its users, the company can’t quite offer the same functionality as a market-leading communications provider. That’s why Microsoft decided to offer a range of opportunities for communications vendors to step in and augment the Teams environment. 

With Direct Routing technology, companies like Five9 can do so much more than simply connect companies to the PSTN. They can also provide users with full contact centre functionality. The question is, just how effective is Five9’s integration with Microsoft Teams?

Five9 Integration with Microsoft Teams: Features

Five9’s integration with Microsoft Teams aims to empower modern agents to support customers like never before, by connect them to subject matter experts in real-time. Through the Five9 integration, enabled by Microsoft’s Direct Routing “connect” model, companies can link their customer service agents to back-end specialists, so they can access the guidance they need, whenever they need it.

With Five9 in Microsoft Teams, customer service agents can instantly see which agent is available using an embedded directory, and connect with them in one click. The result is more empowered, collaborative, and informed team members, as well as happier customers.

Five9’s integration for Microsoft Teams falls into two segments:

Agent-Expert Consultation:

  • Consolidated directory with at-a-glance availability insights
  • Quick identification of subject matter experts by department
  • Click-to-call functionality 
  • Create a conference or transfer a call to any Teams user

Telephony Connect:

  • Calls to the company number can be automatically directed to the contact centre
  • Calls requiring contact centre experts can be directed to skill groups
  • Calls coming to an 1800 number can be directed to a specialist work group
  • Five9 agents can talk with back-office experts in real-time
  • Toll-free conferencing, on-net calling, and transfers

Five9 Integration with Microsoft Teams: Benefits

Five9 built its integration for Microsoft Teams to empower companies in the new age of work. As we shift into a cloud-focused environment, built around digital hubs for productivity, it’s not just the back-end employees that need tools like Teams to stay synchronised, but service agents too.

Bringing the CX technology of Five9 into Teams empowers agents to achieve incredible results for both employees and customers alike. Some of the major benefits of the Five9 integration for Microsoft Teams include:

  • Full organisational collaboration: Bridge the gaps between the contact centre and the rest of the workforce, with real-time collaboration. Users can view the presence and availability of experts and contact centre professionals in an instant, ensuring quick connections when extra support is needed to manage a complex call. 
  • Boost customer experience: With access to subject matter experts available in a couple of clicks, customer service agents can find solutions to problems much faster for their customers. At the same time, it’s easy to transfer a call to a specialist, or set up a conference when multiple professionals need to work on an issue together. 
  • Simplified directory: A consolidated directory created by merging the Microsoft Teams and Five9 ecosystems together makes it easier for employees to track the people they need for any situation. You can easily identify subject matter experts by department, for rapid access to the right support. 
  • Moving calls toll-free: Calls to businesses which need contact centre attention can easily be transferred in a couple of clicks to the right group of agents or skill groups. At the same time, contact centre calls can be transferred into Microsoft Teams without the stress of additional toll charges for business leaders.
  • Employee experience: A simplified environment for collaborating with team members across the entire organisation doesn’t just benefit customers, it helps your workforce thrive too. With greater access to subject matter experts, agents will be able to solve problems faster and achieve their personal goals.

Who Could Benefit from Five9’s Microsoft Teams Integration?

If your ultimate focus in your contact centre is on increasing first contact resolution and delighting customers in a fast-paced environment, Five9’s integration is the ideal tool for you. Designed to bring employees together quickly and easily from the front and backend of your business, Five9’s technology helps to eliminate silos and reduce productivity gaps.

Using the Agent-Expert Consultation functionality, agents have direct access to a full view of everyone available to answer questions or take over a complex call whenever necessary. Once the agent identifies the right subject matter experts for their need, they can quickly click their name to contact them, set up a transfer, or create a conference.

The Telephony Connect functionality enabled by Five9 provides businesses with a simple cloud-to-cloud integration over a private network to support toll-free transfers and on-net calling. This means you can easily move conversations back and forth between the cloud contact centre and Microsoft Teams without additional complexity or costs.

Five9 Integration with Microsoft Teams: Verdict

The Five9 Integration with Microsoft Teams helps companies to bridge the gap between their customer service agents and their subject matter experts, to increase first-time resolution. Simple and effective, the integration ensures today’s team members can access the specialist support they need to deliver amazing customer experiences, regardless of where they are. 

Five9 empowers teams to achieve more of the right results for the wider business and the customer, by minimizing the silos that can sometimes form around back-end experts and customer services specialist. With this integration, you can improve your approach to CX, delight your audience, and keep employees happy too. 

 

 



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