Five9 and Microsoft: Smarter CX at Ignite 2026

Contact center agents lose valuable time toggling between CRM, telephony and digital tools while a customer is on the line. The result is longer handle times, overwhelmed agents and frustrated customers. For organizations that run on Microsoft, the fix belongs inside the tools your teams already use: Dynamics 365 for sales and service, and Teams for collaboration between the front and back office.

That’s the idea behind the Five9 and Microsoft partnership, and we’re bringing it to Microsoft Ignite. Five9 is proud to sponsor Ignite 2026, taking place November 17–20 at Moscone Center in San Francisco. In this post, we’ll show how our integrations work today and give you a preview of what’s next. To see our current Microsoft integrations in action, stop by booth #1633. 

More than 10 years of Five9 and Microsoft

Five9 and Microsoft have partnered for more than 10 years as a Microsoft 365-certified solution. Five9 fits right into the environments your agents already know, so they can focus on customers, not software.

“Every business runs its contact center a little differently, so we built Five9 to be open to meet customers where they are in their CX journey. Our productized integrations with Dynamics 365, Teams, and VDI let customers build on the Microsoft investments they’ve already made and add AI where it moves the needle for agents and customers,” said Meg Higgins, SVP, Business Development, Five9. “We’re continuing to deepen our work with Microsoft, starting with call transcripts in Dynamics 365, so the conversation data flows into the places where teams already work.”

An open platform that connects to the tools you already run

The Five9 Genius CX Platform is open and integration-first. Rather than asking you to replace the Microsoft tools your teams rely on, Five9 offers productized integrations that connect to them already. Here’s what that means for your team:

• Faster resolutions in Dynamics 365: The Five9 Adapter for Microsoft Dynamics 365 brings the Five9 cloud contact center into the Microsoft desktop, so agents can manage voice and digital interactions in one AI-enhanced workspace alongside CRM data and customer context. Every interaction is captured in Dynamics 365 with no app switching required. With Genius AI, agents get real-time guidance, live transcription and automated call summaries. 
• Expert help in a click with Teams: The Five9 UC integration with Teams is a certified Teams contact center integration with a shared directory and bi-directional presence. Agents can see who’s available, then click to call, transfer or conference in subject matter experts, so customers get answers sooner. 
• Consistent quality for remote teams: Five9 also supports virtual desktop infrastructure (VDI) with Azure Virtual Desktop and Microsoft Multimedia Redirection (MMR), so remote and hybrid agents can deliver high-quality, low-latency audio no matter where they work.

More intelligence for your Microsoft environment

Five9 also brings AI-powered products that complement your Microsoft investments and improve every stage of the customer journey:

• Five9 Voice AI Agents handle routine voice conversations, so customers get fast answers and your agents focus on the issues that need a human touch.
• Five9 Genius Routing connects each customer with the best-suited agent, so issues get resolved sooner.
• Five9 Agentic Quality Management (AQM) evaluates interactions at scale, giving supervisors the insight to coach agents and improve quality.

Why it matters for mutual customers

• Less toggling. With the Dynamics 365 adapter, agents handle interactions with CRM data and customer context at hand, so they spend more time helping customers. 
• Less after-call work. Live transcription and automated call summaries reduce note-taking, freeing agents for the next conversation.
• Better customer experiences. Customers reach the right expert faster and hear clear audio, wherever the agent is working.
• Flexibility to fit your environment. Open, productized integrations let you build on the Microsoft investments you’ve already made.
• Proven results. Equitable Bank cut wait times by 80% after integrating Five9 with Dynamics 365 and Teams. Shorter waits mean customers get help sooner, and agents spend their day solving problems instead of managing queues.

Visit Five9 at Ignite 2026

Stop by Five9 booth #1633 at Moscone Center, November 17–20, to see how agents can take a call from Dynamics 365 and bring in an expert on Teams, using integrations that work with your existing environment. You can also look forward to:

• Demos of the Dynamics 365 adapter and the Teams integration
• Walkthroughs of how Five9 fits into your existing Microsoft environment, including VDI
• Conversations with Five9 experts about Voice AI Agents, Genius Routing, AQM and much more

Smarter CX with every interaction starts with meeting customers and the teams who serve them, where they already work. We can’t wait to show you how!