Accelerate resolutions and improve customer experiences by connecting agents with subject matter experts in real-time – anywhere in the organization
What is It?
Five9 combines the power of contact center and unified communications (UC) at the fingertips of your agents. Five9 UC Integration with Microsoft Teams breaks down organizational barriers and better leverages resources by connecting agents to subject matter experts without incurring additional toll charges. By utilizing the combined solution, organizations are equipped to increase first call resolution and deliver a delightful, continuous experience as agents instantly see experts’ availability and connect everyone together in real-time – without searching, waiting, or losing the customer.
Increase First Call Resolution
One of the best measurements in terms of impact to the customer experience is first contact resolution (FCR), a key performance indicator (KPI) measured by many organizations. FCR is important because it’s tightly correlated to customer satisfaction(CSAT) and net promoter score (NPS).
Enter Five9 UC Integration with Microsoft Teams that consists of two components – Agent-Expert Consultation and Telephony Connect.
Agent-Expert Consultation Features:
- Consolidated directory of agents and subject matter experts
- Department filters to quickly identify the right subject matter expert to assist
- At-a-glance” directory on the agent desktop provides presence information for experts (available, busy, away, etc.)
- Import a select choice of MSFT Teams groups to ensure agents only see the right experts
- Seamlessly click-to-call, transfer, or conference in any Teams user
Telephony Connect Features:
- Automatically redirect calls from a company’s general number to the contact center
- Calls requiring contact center personnel can be directed to the correct skill groups
- Redirect 1-800 number calls to a specialist work group outside of the contact center
- Five9 contact center agents can collaborate with experts who use Teams
- Toll-free on-net calling, conferencing, and transfers
Enabling Agent-Expert Consultation
Agent-Expert Consultation connects Five9 agents with Teams users anywhere in the organization in real time. Contact center agents can easily identify the right knowledge workers and subject matter experts using the Five9-Teams consolidated directory on their desktop.
Using Agent-Expert Consultation, agents have an “at-a-glance” directory on their desktop with presence status showing whether the Teams user is available, busy, away, etc.
“ With the Five9 integration with Microsoft Teams, we were able to put our customers and prospects in touch with our subject matter experts and account managers immediately, directly enhancing the overall customer experience. We’ve been able to spend less time searching for the right expert and refocus our attention to providing the right answers to customers in real time.”
Keith Washington, VP of Products, ProSites
Tapping into the Right Subject Matter Experts
Organizations often have groups that are separate from the contact center.
Understanding the particular role of the expert and ensuring they are not being bombarded with contact center requests is key to maintaining efficiency. Whether your organization wants to import all MSFT Teams groups or just select a subset, agents can identify experts by department to quickly find the right resources.
Once the right expert is identified, the agent can talk with them one-on-one, conference them with the customer, or transfer the call. Regardless of how the call is handled, the goal is to resolve the customer’s issue the first time, every time.
Supporting Calls with Telephony Connect
Another element of the Five9 UC Integration with Teams is Telephony Connect. Telephony Connect offers a Five9 to Teams cloud-to-cloud integration over a private network to support on-net calling and transfers. This allows calls to be effortlessly moved between Teams and the Five9 Intelligent Cloud Contact Center without incurring additional toll charges.
Global Cloud Contact Center
As the Five9 Intelligent Cloud Contact Center operates across the globe, the need for UC integration with Microsoft Teams grows more essential. With the shift to a more remote workforce, the ability to tap into experts around the world, can expand the number of experts to assist your customers. Whether your organization is based in the US or across the globe, Five9 can enable a combined Five9 and Microsoft Teams solution for your contact center.
Five9 and Microsoft Teams
Whether you need to seamlessly move calls between Teams and the Five9 contact center or provide your agents with easy access to experts throughout your organization, the goal is simple: provide the best total experience possible for your customers.
