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Five9 and Microsoft Dynamics 365 Integration

Deliver intelligent contact center capabilities utilizing the power of real-time customer data to drive greater business results all within a single Microsoft desktop.

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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 expect, increase collaboration, and improve the customer service experience with our unified Microsoft Dynamics CRM integration.

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Delivering Exceptional Customer Experiences Together

  • Integrated Agent Desktop

    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 the Dynamics desktop.

  • Data-Rich Screen Pops

    Match inbound and outbound customer information and provide screen pops by opening corresponding customer data from Microsoft Dynamics 365 records prior to accepting the interaction.

  • Engaging Self-Service

    Utilize intelligent virtual agents (IVAs) to support a more conversational and engaging experience across both voice and digital channels.

  • Real-Time Guidance

    With Agent Assist, guidance cards and checklists help agents when they are live with a customer to deliver higher-value interactions.

  • Channel Integration Framework v2

    Works within multisession applications such as Customer Service workspace and Omnichannel for Customer Service to seamlessly switch between channels to meet customers on their preferred method of choice.

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


With Five9, we were able to double the amount of calls without having to increase our staff. Moving to the cloud was easy.

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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 86+ 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

With the Adapter for Microsoft Dynamics 365, agents utilize a single user interface to accelerate the customer experience as quickly as possible.


Obsessing Over Greater Customer Experiences

An adequate customer service experience is not enough to stand out. Learn three steps for creating personalized experiences that attract and retain customers.

Case Study

University Doubles Its Call Volume without Adding Staff by Using Five9

Moving to a cloud-based solution enabled Regent to utilize their Microsoft Dynamics solution seamlessly with Five9, providing all the customer’s details on a single desktop.


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

Explore all our solutions

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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.

Business Agility