Five9 Empowers Agents to Deliver More Fluid Experiences with Support for Microsoft Dynamics 365 Channel Integration Framework 2.0
27 Março 2023 - 10:00AM
Business Wire
Five9 is one of the first cloud contact center
providers to deliver this integration, which helps agents handle
interactions more efficiently and create a more fluid customer
journey.
Five9 (NASDAQ:FIVN), a leading provider of the intelligent CX
Platform, today announced a new version of the Five9 Adapter for
Microsoft Dynamics 365, which includes support for the Dynamics 365
Channel Integration Framework (CIF) 2.0. The new integration
enables agents to handle and seamlessly switch between voice and
digital interactions within the Dynamics 365 interface, to help
create more fluid and personalized customer experiences.
The Five9 Adapter for Microsoft Dynamics 365 extends the
existing partnership between Five9 and Microsoft and combines
contact center controls natively in a single, intuitive user
interface to capture, view, manage, and share every customer
interaction throughout the customer journey. With support for CIF
2.0, agents can now work in multiple channels simultaneously in
Dynamics 365, including voice, email, or chat interactions, to
efficiently manage and address incoming customer inquiries in
real-time. Customers can choose the most convenient and effective
access points, and service interactions flow effortlessly across
channels with data and context intact.
“With support for CIF 2.0, Five9 is empowering agents to provide
more connected customer journeys, while continuing to build on the
success of our relationship with Microsoft and the increased demand
to support organizations using Microsoft Dynamics 365, Teams, and
Azure solutions,” said Scott Black, RVP, Business Development,
Five9. “The integration between Five9 and Microsoft enables
customers to benefit from the alignment across the organizations,
and we are pleased to continue to improve the customer service
experience with our unified solution.”
Toby Bowers, General Manager, Industry, Apps and Data Product
Marketing, said, “The continued growth of our long-term
relationship with Five9 enables our mutual customers access to
robust solutions in contact center and CRM to deliver an
integrated, robust CX platform. Five9 continues to enhance their
contact center integrations for Microsoft Dynamics 365 and
Microsoft Teams, specifically with this latest Channel Integration
Framework (CIF) 2.0 for multisession applications support.”
The Dynamics 365 CIF 2.0 integration is an extension to the
Five9 and Microsoft Adapter, which is already trusted by Five9
customers. The Five9 Adapter for Dynamics 365 CIF 2.0 is available
on AppSource in addition to the existing Dynamics 365
integration.
About Five9:
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,500 customers worldwide and facilitating billions of call minutes
annually. The Five9 Intelligent CX Platform provides digital
engagement, analytics, workflow automation, workforce optimization,
and practical AI to create more human customer experiences, to
engage and empower agents, and deliver tangible business results.
Designed to be reliable, secure, compliant, and scalable, the Five9
platform helps contact centers increase productivity, be agile,
boost revenue, and create customer trust and loyalty.
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version on businesswire.com: https://www.businesswire.com/news/home/20230327005130/en/
Suzie Linville Senior Corporate Communications Manager, Five9
suzie.linville@five9.com
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