Accelerate Issue Resolution and Improve Customer Experiences with Microsoft Teams
Utilizing Five9 with Microsoft Teams integration accelerates the path to first contact resolution while optimizing the customer’s experience. Customers gain confidence in your business as agents can connect directly to subject matter experts in real-time using an embedded at-a-glance directory to see individual availability. Agents can easily identify the right expert, understand their availability, and click to contact them.
Five9 and Microsoft Teams can help you deliver a delightful, continuous experience. Agents instantly see experts’ availability and are enabled to connect everyone together in real-time—without searching, waiting, or losing the customer.
Image
Five9 and Microsoft Teams: Delivering Exceptional Experiences
-
Real-Time Collaboration Across the Organization
View the presence and availability of experts in real time through an "at-a-glance" directory with the ability to click-to-call, conference, or transfer the call.
-
Five9 and Microsoft Teams Consolidated Directory
Agents can view a consolidated directory of agents and subject matter experts in their company, identified by department, so agents can quickly find the right expert.
-
Seamlessly Move Calls Toll-Free
Calls to a business that require contact center attention can be easily transferred to the right skill group or group of agents. Conversely, calls to the contact center can be transferred to Microsoft Teams users without incurring additional toll charges.
93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
With the Five9 integration with Microsoft Teams, we were able to put our customers and prospects in touch with our subject matter experts and account managers immediately, directly enhancing the overall customer experience. We’ve been able to spend less time searching for the right expert and refocus our attention to providing the right answers to customers in real time.
Image
Keith Washington
VP of Products, ProSites
Image
Agent-Expert Consultation
- Consolidated directory of Five9 and Microsoft Teams subject matter experts
- Agents have direct access to connect with subject matter experts
- Identify users by department to quickly find the right expert
- At-a-glance" directory providing presence information
- Click-to-call, conference, or transfer a call
Image
Telephony Connect
- Automatically redirect general calls to the contact center
- Redirect to the correct skill groups in the contact center
- Toll-free on-net calling, conferencing, and transfers
Image
Resources To Help You Get Started
Infographic
5 Tips: Integrate Microsoft Teams into Your Contact Center
Integrate with Microsoft Teams to enable agents to resolve customer questions quickly and easily or consult with experts seamlessly.
White paper
Breaking Down the Walls Between the Contact Center and the Business
Image
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Business
Agility
Manage your agents with empathy while delivering impact to the business.
