FIVE9® ADAPTER FOR MICROSOFT DYNAMICS 365
Microsoft Dynamics 365 Call Centre CRM And CTI Integration
Our pre-built integration delivers intelligent contact centre capabilities. Utilising the power of real-time customer data agents are equipped with insights to drive greater business results.
Single Enterprise Solution for Contact Centre and Collaboration
Five9 brings contact centre and Microsoft Dynamics 365 capabilities in a single, intuitive user interface to provide greater customer satisfaction in real-time. By empowering agents with valuable customer context, you can deliver the seamless customer service experience increase collaboration and improve the customer service experience, with our unified solution.
Five9 and Microsoft: Delivering Exceptional Experiences
Click-to-call from within the Microsoft Dynamics 365 environment makes it easy to contact customers.
Data-Rich Screen Pops
Match inbound and outbound customer information and provide “screen pops” by opening corresponding Microsoft Dynamics 365 records. Agents receive customer data prior to accepting the interaction.
Powerful Call Routing
Effectively prioritise, route calls, and voicemails to the right agent at the right time. Provide inbound callers with IVR self-service applications.
Take advantage of a rich administrative and supervisor environment to manage your contact centre agents, IVR scripts, campaigns, and agents’ skills.
Automatic Interaction Logs
Save interaction logs automatically when an interaction ends to ensure that every interaction is stored in the system of record – keeping teams synced on all customer and prospect communication.
Agent Interaction Control
Empower agents with rich interaction handling for chats, emails, and calls such as recording, parking, cold or warm transfers and conferences, click-to-dial and more—all from within a single Microsoft Dynamics 365 desktop.
Deliver Digital-First Omnichannel Experiences
Deliver extraordinary omnichannel customer journeys across voice and digital channels, including voice (inbound/outbound), self-service (IVR/IVA), messaging (chat, SMS, social), email, video, and mobile.
We were looking for a cloud-based solution and an organisation that could grow with us. That’s where Five9 came in. With Five9, we were able to double the amount of calls without having to increase our staff. Moving to the cloud was easy.
Integrated Agent Desktop
- Single-pane agent desktop
- UC Integration
Embedded Supervisor Interface
- Embedded supervisor desktop
- Omnichannel visibility and monitoring
Five9 and Microsoft Partnership
- 3500+ integrated agent seats
- 5+ years of integration into Microsoft Dynamics 365 product
- NPS score of 80+ for Professional Services implementation