Five9 Empowers Agents to Deliver More Fluid Experiences with Support for Microsoft Dynamics 365 Channel Integration Framework 2.0

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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.”