MS teams

Five9 Continues to Expand Unified Communications efforts becoming a Certified Microsoft Teams Solutions for Contact Centers

The world of Unified Communications continues to be in high demand with employees working from anywhere and businesses adapting to this new style of work. Five9 has seen a surge in need for Microsoft Teams to integrate with the Five9 Intelligent Cloud Contact Center, and we have worked extremely hard to ensure we meet that demand for our customers. Five9 is continuing the evolution of our cloud contact center as a CX platform that affords our customers choice to one of the most ubiquitous collaboration tools in the world with Microsoft Teams. 

Customers and agents already have self-service and AI options to get information ranging from password resets, tracking numbers, and even appointment settings. However, when they finally reach an agent, customers questions are often complex, an agent needs to be able to have any and all resources available to help resolve the customer inquiry. 

Now, layer in the fact that that Microsoft Teams is reaching estimates of over 250 million monthly active users worldwide and it should be no surprise that there is a growing need for the Teams users and contact center users to be integrated into a seamless and frictionless experience. 

The Five9 Intelligent Cloud Contact Center has had an integration into the Teams platform and was one of the first cloud contact centers to build into the Teams API’s. The certification is just another element of Five9 displaying our commitment to being a CX platform to everyone. 

Five9 has been verified and meets the qualification for Telephony Connect (SIP trunk) and Agent-Expert Consultation (UC Adapter) Teams as outlined and defined by Microsoft. Therefore, Five9 has been approved under the guidelines defined in the “Microsoft Teams Solution Certification Specification: Connected Contact Center” specification. 

“With the recent certification of Five9 with Microsoft Teams it continues to validate the need for, connectivity between Five9 contact center agents and enterprise subject matter experts. This ensures that online collaboration can be tapped to make customer service and relationship management more efficient and successful, reducing costs and raising customers satisfaction levels. Connectivity bridges the gap between enterprises and previously self-contained contact center organization, making collaboration seamless.”
 – Scott Plette, Group Program Manager for Calling in Teams at Microsoft
 

Teams is one of the many integrations within the Five9 partner ecosystem that continues to show our commitment to being a CX platform for our customer and partners.   

Click for more information regarding the Five9 Certified Teams solution.

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