Five9 has added an ‘industry-first’ bi-directional Microsoft Teams feature to its contact center integration, displaying real-time presence statuses to Five9 agents and Teams users.
With the ability to see whether co-workers are available, the feature can streamline communications between agents and back-office experts, as they can transfer calls with greater confidence.
As a result, customers will ultimately benefit from faster resolution times.
Jim Hickey, Senior Vice President of Products at Five9, commented on the enhanced integration: "Five9’s partnership with Microsoft revolves around offering customers best-in-class solutions that integrate seamlessly.
"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.”
Previously, back-office experts using Teams would not know the presence status of agents; only agents would have that visibility.
However, communication is not one way. For example, if an agent has requested information from an expert then, when they answer, it would help them to know if and when the agent is available.