Five9 UC Integration with Microsoft Teams
Overview
Customers today are more demanding than ever. They expect businesses to understand their needs, provide multiple communication options, and resolve their inquiries on the first contact. First Contact Resolution (FCR) is a key performance indicator (KPI) that directly impacts customer satisfaction (CSAT) and net promoter score (NPS). The Five9 Integration with Microsoft Teams enables Agent-Expert Consultation, connecting Five9 agents to Teams users. This integration allows agents to quickly identify subject matter experts, collaborate with them, and resolve customer issues efficiently.
Agent-Expert Consultation
The Five9 UC Integration with Teams connects Five9 agents with Teams users across the organization. Agents can use a consolidated directory on their desktop to identify the right knowledge workers and subject matter experts.
Features:
- Consolidated Directory: Agents can view a directory of Teams users with presence status (available, busy, away, etc.).
- Department Identification: Teams users are categorized by department for quick access to the right expert.
- Click-to-Call: Agents can call, conference, or transfer calls to Teams users with ease.
Telephony Connect
The integration also supports Telephony Connect, enabling seamless call handling between Teams and the Five9 contact center.
Features:
- Redirect calls to the contact center or specific skill groups.
- Route toll-free calls to specialist workgroups outside the contact center.
- Enable toll-free on-net calling, conferencing, and transfers.
Why Integrate Microsoft Teams and Your Contact Center?
For Customers:
- #1 Preferred Channel: 56% of customers prefer phone communication, followed by email (19%) and chat (14%).
- 97% of customers say a positive service experience makes them more likely to do business with a company.
- 87% of customers value great customer service when deciding to do business.
For Agents:
- 34% of customers are willing to wait longer if agents provide accurate answers.
- 72% of customers expect issues to be resolved in 15 minutes or less.
For Businesses:
- 74% of customers expect companies to have information about past interactions.
- 59% of customers are unlikely to continue with a company if resolving issues requires too much effort.
- 37% of enterprises have not integrated their CRM into their contact center.
Benefits of Integration
Integrating Microsoft Teams with Five9 enables businesses to:
- Provide seamless, exceptional customer service experiences.
- Empower agents with tools to resolve issues quickly.
- Improve First Contact Resolution (FCR) and customer satisfaction.
Quote
“The API-based connectors are now offered in online exchanges that help to make the core UCC platform more attractive to buyers. As a result of the API layer, more providers are shifting to offer app marketplaces.”
– The Aragon Research Globe™ for Unified Communications and Collaboration, 2020
Sobre a Five9
Five9 enables exceptional digital-first omnichannel experiences, empowering agents to handle inbound and outbound contacts from multiple channels in a single, intuitive desktop.
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