Five9 has announced its “industry-first” Microsoft Teams UC integration with a bidirectional presence to enhance agent-expert communications.

Five9 has affirmed that its latest Microsoft Teams UC Integration with bidirectional presence bolsters agent-expert comms and accelerates resolutions for elaborate customer queries.

In what Five9 describes as being the first time, Five9 agents and Teams users can now simultaneously view each other’s presence status. This integration enables contact centre agents and back-office staff to easily click-to-call, initiate conferences, or transfer calls, encouraging smoother collaboration and more rapid resolution of customer inquiries.

“Five9’s partnership with Microsoft revolves around offering customers best-in-class solutions that integrate seamlessly,” said Jim Hickey, Senior Vice President of Products at Five9.

With this enhancement, organisations 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 centre and back-office subject matter experts.”

The Five9 and Microsoft Teams bidirectional presence feature is available now.

More Specifics On The Bidirectional Presence Features

Previously, only Five9 agents could see the real-time availability of back-office experts, while Teams users lacked visibility into agents’ statuses, such as whether they were on another call. Five9 suggests this often led to misaligned communication and delays in providing additional support.

With Five9’s new bidirectional presence feature, the vendor says agents and Teams users can now view each other’s real-time availability. This pre-built integration aims to enable more seamless collaboration, ensure better call timing, improve employee connectivity, and enhance overall contact centre efficiency.

Five9 states this new capability marks the latest advancement in its and Microsoft’s strategic partnership, which spans over eight years and serves more than 500 shared customers globally. Five9 stresses their collaboration focuses on delivering secure, effective integrations that empower enterprises.

The company emphasises that the bidirectional presence feature leverages Microsoft’s preferred application-level permission model, ensuring robust security and convenience for customers. Additionally, Five9’s UC Integration with Microsoft Teams recently earned Microsoft 365 Certification for the fourth consecutive year, which assures compliance with stringent security, data handling, and privacy standards.

Microsoft’s Momentous Ignite 2024

Last month featured a momentous and AI-dominated Microsoft Ignite.

Microsoft announced the general availability of Microsoft Places, its workplace management solution designed to support hybrid and flexible working environments. Powered by AI, Places integrates with Teams and Outlook, enhanced by Microsoft 365 Copilot, to provide location insights that help employees optimise in-office days and strengthen in-person collaboration.

Within Teams, Microsoft is previewing the Facilitator agent, which takes real-time notes and provides key insights during meetings. Scheduled for release early next year, the Interpreter agent will offer real-time translation capabilities in Teams. The Interpreter will allow users to create a personalised voice profile, enabling translations that sound like the associated user.

Microsoft also introduced new partners to its Device Ecosystem Platform (MDEP), including Lenovo, MAXHUB, Shure, and AudioCodes. Additionally, the Surface Hub 3 has been upgraded to support third-party consoles, further enhancing meeting experiences.



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