Five9 Launches Industry’s First Pre-Built Bi-Directional Presence Feature for Microsoft Teams
Five9 (Nasdaq: FIVN), a provider of the Intelligent CX Platform, announced the release of a new bi-directional presence feature for Microsoft Teams. This feature enables both Five9 agents and Teams users to view each other's real-time presence status, facilitating better collaboration and improving customer service efficiency. Historically, only Five9 agents could see back-office experts' availability, but now both parties can make informed decisions about timing for calls and support. This enhancement is part of Five9's long-standing partnership with Microsoft, which has over 500 shared customers. The feature is built using Microsoft's preferred application-level permission model, ensuring high security and convenience. Additionally, Five9's UC Integration with Microsoft Teams has received Microsoft 365 Certification for the fourth consecutive year.
Five9 (Nasdaq: FIVN), fornitore della piattaforma CX Intelligente, ha annunciato il rilascio di una nuova funzionalità di presenza bidirezionale per Microsoft Teams. Questa funzione consente sia agli agenti di Five9 che agli utenti di Teams di visualizzare lo stato di presenza in tempo reale reciproco, facilitando una migliore collaborazione e migliorando l'efficienza del servizio clienti. Storicamente, solo gli agenti di Five9 potevano vedere la disponibilità degli esperti di back-office, ma ora entrambe le parti possono prendere decisioni informate sul momento per chiamate e supporto. Questo miglioramento fa parte della lunga partnership di Five9 con Microsoft, che conta oltre 500 clienti in comune. La funzione è costruita utilizzando il modello di autorizzazione a livello di applicazione preferito di Microsoft, garantendo alta sicurezza e convenienza. Inoltre, l'integrazione UC di Five9 con Microsoft Teams ha ricevuto la certificazione Microsoft 365 per il quarto anno consecutivo.
Five9 (Nasdaq: FIVN), proveedor de la plataforma de CX Inteligente, anunció el lanzamiento de una nueva función de presencia bidireccional para Microsoft Teams. Esta función permite que los agentes de Five9 y los usuarios de Teams vean el estado de presencia en tiempo real del otro, facilitando una mejor colaboración y mejorando la eficiencia del servicio al cliente. Históricamente, solo los agentes de Five9 podían ver la disponibilidad de los expertos de back-office, pero ahora ambas partes pueden tomar decisiones informadas sobre el momento para las llamadas y el soporte. Esta mejora es parte de la larga asociación de Five9 con Microsoft, que cuenta con más de 500 clientes en común. La función se construye utilizando el modelo de permisos a nivel de aplicación preferido de Microsoft, garantizando alta seguridad y comodidad. Además, la integración de UC de Five9 con Microsoft Teams ha recibido la certificación de Microsoft 365 por cuarto año consecutivo.
Five9 (Nasdaq: FIVN)는 지능형 CX 플랫폼의 제공업체로서, Microsoft Teams를 위한 새로운 양방향 존재 기능을 발표했습니다. 이 기능을 통해 Five9의 에이전트와 Teams 사용자 모두 서로의 실시간 존재 상태를 확인할 수 있으며, 이는 더 나은 협업과 고객 서비스 효율성 향상에 기여합니다. 과거에는 Five9의 에이전트만 백오피스 전문가의 가용성을 확인할 수 있었지만, 이제 양측 모두 통화와 지원을 위한 시기에 대한 정보에 기반한 결정을 내릴 수 있습니다. 이 개선은 Microsoft와의 Five9의 오랜 파트너십의 일환으로, 두 회사는 500명 이상의 공동 고객을 보유하고 있습니다. 이 기능은 Microsoft의 선호하는 애플리케이션 수준 권한 모델을 사용하여 구축되어 높은 보안과 편의성을 보장합니다. 또한, Five9의 UC 통합과 Microsoft Teams는 4년 연속 Microsoft 365 인증을 받았습니다.
Five9 (Nasdaq: FIVN), fournisseur de la plateforme CX Intelligente, a annoncé le lancement d'une nouvelle fonctionnalité de présence bidirectionnelle pour Microsoft Teams. Cette fonctionnalité permet aux agents de Five9 et aux utilisateurs de Teams de voir en temps réel le statut de présence de l'autre, facilitant ainsi une meilleure collaboration et améliorant l'efficacité du service client. Historiquement, seuls les agents de Five9 pouvaient voir la disponibilité des experts en back-office, mais maintenant les deux parties peuvent prendre des décisions éclairées sur le moment opportun pour les appels et le support. Cette amélioration fait partie du partenariat de longue date entre Five9 et Microsoft, qui compte plus de 500 clients communs. La fonctionnalité est construite en utilisant le modèle de permission au niveau de l'application privilégié par Microsoft, garantissant ainsi une sécurité et une commodité élevées. De plus, l'intégration UC de Five9 avec Microsoft Teams a reçu la certification Microsoft 365 pour la quatrième année consécutive.
Five9 (Nasdaq: FIVN), Anbieter der Intelligent CX Plattform, hat die Einführung einer neuen bidirektionalen Präsenzfunktion für Microsoft Teams angekündigt. Diese Funktion ermöglicht es sowohl Five9-Agenten als auch Teams-Nutzern, den jeweils aktuellen Präsenzstatus in Echtzeit zu sehen, was eine bessere Zusammenarbeit fördert und die Effizienz im Kundenservice verbessert. Historisch gesehen konnten nur Five9-Agenten die Verfügbarkeit von Backoffice-Experten einsehen, aber jetzt können beide Parteien informierte Entscheidungen über den Zeitpunkt von Anrufen und Support treffen. Diese Verbesserung ist Teil der langjährigen Partnerschaft zwischen Five9 und Microsoft, die über 500 gemeinsame Kunden hat. Die Funktion wurde unter Verwendung des von Microsoft bevorzugten Anwendungsberechtigungsmodells entwickelt, das hohe Sicherheit und Bequemlichkeit gewährleistet. Darüber hinaus hat die UC-Integration von Five9 mit Microsoft Teams zum vierten Jahr in Folge die Zertifizierung für Microsoft 365 erhalten.
- Introduction of bi-directional presence feature enhances collaboration and customer service efficiency.
- Feature allows simultaneous visibility of real-time presence status for Five9 agents and Microsoft Teams users.
- Built with Microsoft's preferred application-level permission model, ensuring high security.
- Part of a strategic partnership with Microsoft, involving over 500 shared customers.
- Five9's UC Integration with Microsoft Teams received Microsoft 365 Certification for the fourth consecutive year.
- None.
Insights
The bi-directional presence integration between Five9 and Microsoft Teams represents an incremental but not transformative improvement to Five9's contact center platform. While being first-to-market with this pre-built feature shows innovation, its business impact will likely be modest. The key value proposition lies in improved internal communication efficiency and potentially faster customer issue resolution, but this is more of an operational enhancement than a revenue driver.
The continued Microsoft partnership validation through Microsoft 365 Certification and the existing base of 500+ shared customers provides stability, but doesn't significantly expand Five9's market opportunity. This feature mainly serves to defend Five9's competitive position in the crowded contact center software market rather than driving substantial new growth.
Five9 agents and Microsoft Teams users can now both see real-time presence status from a consolidated directory, enhancing organizational collaboration and improving customer experiences
Historically, only Five9 agents could view back-office experts' real-time availability. Back-office experts using Teams had no visibility into agents’ availability -- such as being on another call -- making it difficult to know when it’s best to call an agent back and provide additional support. Five9 now enables more seamless collaboration between agents and Microsoft Teams users with a pre-built bi-directional presence feature. Agents and back-office experts can view each other’s real-time availability, ensuring better timing for calls and support, enhancing employee connections, and boosting contact center efficiency.
“Five9’s partnership with Microsoft revolves around offering customers best-in-class solutions that integrate seamlessly,” said Jim Hickey, Senior Vice President of Products, Five9. “With this enhancement, organizations can transform the way they deliver customer experience. We’re proud to be the first in the market to deliver a pre-built bi-directional presence feature with Microsoft Teams. Our joint customers can now enjoy a complete connection between the contact center and back-office subject matter experts.”
This new capability is the next step in Five9’s long-standing strategic partnership with Microsoft, spanning over eight years with more than 500 shared customers worldwide. Five9 and Microsoft’s partnership centers around empowering customers with integrations that are distinctly secure and effective. The bi-directional presence feature is built using Microsoft’s preferred application-level permission model, which offers a greater level of security and convenience for customers. Together, Five9 and Microsoft are simplifying the complex landscape of business tools with integrations that are innovative and reliable. Five9’s UC Integration with Microsoft Teams also recently received Microsoft 365 Certification––a robust security and privacy audit that assesses a company’s security, data handling, and compliance practices––for the fourth consecutive year.
Availability
- The Five9 and Microsoft Teams UC Integration with Bi-directional Presence is available now. For more information, click here.
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
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View source version on businesswire.com: https://www.businesswire.com/news/home/20241210306607/en/
Hannah Blackington
Corporate Communications Director
Press@five9.com
Source: Five9
FAQ
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