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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.

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Microsoft 365

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.

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Microsoft 365

Five9 and Microsoft: Delivering Exceptional Experiences

  • Click-to-Call

    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.

  • Easy Administration

    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.

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93% of customers are likely to make repeat purchases with companies who offer excellent customer service.


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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.

Jonathon Harrell

Assistant Vice President of IT, Regent University

Integrated Agent Desktop

Integrated Agent Desktop

  • Single-pane agent desktop
  • Screen-pop
  • UC Integration
Telephony Connect

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

We’ll help you find the right strategy and products for your evolving business.


Resources To Help You Get Started

Data Sheet

Five9 Adapter for Microsoft Dynamics 365


Why Integrate Microsoft Dynamics 365 and Your Contact Centre

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Use real-time data collected from your customers to provide actionable insights for your agents and business.

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