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.
