Five9 has launched the industry’s first pre-built bi-directional presence feature for Microsoft Teams, marking a significant step in improving communication between contact centre agents and back-office teams.
This innovation allows both Five9 agents and Microsoft Teams users to view each other’s real-time availability through a unified directory, streamlining collaboration and accelerating resolutions for complex customer inquiries.
Previously, only Five9 agents could access back-office experts’ availability, while Teams users had no visibility into agents’ statuses, such as being on a call. This gap often led to delays in support coordination. The new feature bridges this divide, enabling agents and back-office experts to coordinate more effectively, reducing response times and enhancing customer satisfaction.
“With this enhancement, organisations can transform how they deliver customer experiences. We’re proud to be the first to deliver a pre-built bi-directional presence feature for Microsoft Teams, empowering our joint customers with a complete connection between the contact centre and back-office experts,” said Jim Hickey, Senior Vice President of Products at Five9.
The bi-directional presence feature builds on an eight-year strategic partnership between Five9 and Microsoft, which serves over 500 shared customers globally. It leverages Microsoft’s preferred application-level permission model for enhanced security and has recently achieved Microsoft 365 Certification for the fourth consecutive year, underscoring Five9’s commitment to secure and reliable integrations.
The Five9 and Microsoft Teams UC Integration with Bi-Directional Presence is available now, offering organisations a seamless way to boost contact centre efficiency and collaboration.