Boost Call Quality with Five9’s Support for Microsoft Multimedia Redirection

Better voice. Wherever you work.

Now available: Five9 MMR Support across Microsoft Azure Virtual Desktop and Windows 365. 

Customers don’t care if your agents are working from a corporate office, a living room, or a virtual desktop. They just want to feel heard—and they expect every conversation to be clear, responsive, and human. 

That’s hard to deliver when voice quality suffers. Many contact centers running in virtual desktop environments struggle with lags, jitters, and distortion that undermine even the best agent efforts. And when audio falls short, so does customer satisfaction. 

We’re changing that. 

Five9 Microsoft integrations just got even stronger 

With the latest update to Five9 Microsoft integrations, we now support Microsoft’s Multimedia Redirection (MMR) service integrated across Microsoft Azure Virtual Desktop (AVD) and Windows 365 (W365).  This means you can now deliver crystal-clear voice in virtual environments—without workarounds or added complexity. 

Here’s what that means for your business: 

• Consistent, high-quality voice: Five9 MMR Support reroutes real-time audio directly to the endpoint, bypassing the virtual machine to eliminate latency and improve voice clarity. 

• Lower IT complexity: Built-in support requires no third-party tools or extra configurations. Just install, connect, and go. 

• More flexibility for hybrid teams: Whether agents are using desktops, laptops, or cloud PCs, they’ll get the same high-fidelity audio—powered by Five9 WebRTC. 

Why This Matters 

Hybrid work is here to stay. So are rising customer expectations. 

Virtual desktop infrastructure (VDI) environments have long presented challenges for real-time media applications like voice. Without the right optimization, users can experience lags, jitters, or audio distortion that affect both agent performance and customer satisfaction.  

Five9 MMR support helps contact centers modernize infrastructure without compromising performance. For IT teams, it simplifies deployment and strengthens your Microsoft-first strategy. For agents, it removes barriers to doing their best work.  

MMR reroutes audio directly to the endpoint, eliminating the strain on virtual desktop resources and dramatically improving media quality for smoother conversations and customer interactions. 

Built for scale, trusted by Microsoft Users

Five9 is the one of the few CCaaS platforms that provides support for MMR across:

• Azure Virtual Desktop (AVD)

• Windows 365 (W365)

• All Five9 applications, including our intelligent contact center platform

• Five9 Global Voice (FGV), our cloud-agnostic, carrier-grade voice infrastructure designed for global reach and redundancy. 

The result? Agents and customers enjoy a consistent, high-fidelity voice experience no matter where they're working from. 

Ready to Get Started? 

If you’re already using Microsoft AVD or W365, enabling MMR is as simple as updating to our latest supported release. 

To learn more about how to activate this feature in your environment or to schedule a live demo, contact our team or reach out to your Five9 account representative.