Five9 Launches First Pre-Built Bi-Directional Presence for Microsoft Teams

Five9 has announced the latest update to its Microsoft Teams UC Integration, introducing the first pre-built, bi-directional presence to improve communication between agents and back-office experts.

This feature allows both Five9 agents and Microsoft Teams users to view each other’s real-time availability, facilitating more efficient call handling and collaboration.

Previously, only Five9 agents could see the availability of back-office experts, while Teams users lacked visibility into agent status.

The new bi-directional presence feature addresses this gap, enabling seamless coordination for tasks such as call transfers, conferences, and callbacks.

The integration adheres to Microsoft’s application-level permission model, ensuring robust security. Additionally, Five9’s UC Integration with Microsoft Teams has achieved Microsoft 365 Certification for the fourth consecutive year, validating its security and compliance standards.

Jim Hickey, Senior Vice President of Products, Five9, said, “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 centre and back-office subject matter experts.”

Author: Hannah Swankie

Reviewed by: Rachael Trickey