Microsoft Teams Gains Momentum With Five9 Integration

What could be better than Microsoft Teams, Dynamics 365, and Five9 working together seamlessly, delivering great and integrated customer experiences? If you are Dan Burkland, Five9 President, absolutely nothing.

“We are very pleased to partner closely with Microsoft Teams to deliver a superior end-to-end solution to our customers,”  Dan exclaimed.

“The seamless integration between Five9 and Microsoft Teams arms the agents with the ability to gain access to experts across the organization to deliver a superior experience,” said Jonathan Rosenberg, Five9 CTO and Head of Artificial Intelligence.

Our old pal Jonathan was a HUGE get for Five9 – he was a fixture at Cisco, Microsoft and Skype and a name that is synonymous with tomorrow’s technologies.

Speaking of which – with Five9’s AI, we expect companies to be able to utilize the fruits of this partnership to take advantage of the future of work. Stay tuned. We expect more news on this front coming soon.

Microsoft is riding a nice momentum curve. They are ahead of Slack at over 13 million users and have a growth graph which is beyond hockey stick… It is more like a rocket ship. 🙂

The initial integration between Five9 and Teams will provide agents access to subject matter experts that are using Teams. Through a consolidated directory, Five9 agents can see the presence of Teams users, grouped by expertise, in their Agent Desktop application. The agent then can simply click to call the expert. Agents can conference the expert in with the customer or transfer the customer call completely to the expert. The ability to identify Teams contacts by department or area of expertise makes it easy for agents to consult with the right expert. All calls between Five9 contact center agents and Teams experts are routed over a private SIP Trunk, thus avoiding any toll charges.

Where do organizations go to learn more? The world’s only Future of Work Expo (collocated with the ITEXPO Digital Transformation #TechSuperShow) of course. Feb 12-14, 2020 in Fort Lauderdale, Florida.


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