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Five9 and Microsoft Dynamics 365 Integration & API

Our pre-built Microsoft Dynamics 365 integration delivers intelligent contact center capabilities. Utilizing 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 Center and Collaboration

Five9 brings contact center 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 they 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 reach out to 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 prioritize, 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 center 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 organization 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

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Integrated Agent Desktop

  • Single-pane agent desktop
  • Screen-pop
  • UC Integration
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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.

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Resources To Help You Get Started

Data Sheet

Five9 Adapter for Microsoft Dynamics 365


Why Integrate Microsoft Dynamics 365 and Your Contact Center

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Cloud CRM Integrations

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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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Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience

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Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment

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Manage your agents with empathy while delivering impact to the business.

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