Five9 Releases Upgraded Adapter for Microsoft Dynamics 365 with CIF 2.0 Support

Five9 has released an upgraded version of the Five9 Adapter for Microsoft Dynamics 365, which includes support for Dynamics 365 Channel Integration Framework (CIF) 2.0. With this integration, agents can efficiently manage and switch between voice and digital interactions, all within the Dynamics 365 interface.

The new Adapter strengthens the ongoing collaboration between Five9 and Microsoft as it combines contact center controls within a single, easy-to-use interface, enabling users to capture, view, manage, and share every customer interaction across the entire customer journey. The updated version supports CIF 2.0, allowing agents to handle multiple channels simultaneously within Dynamics 365, including voice, email, and chat. This enables agents to manage incoming customer inquiries in real-time efficiently. With this feature, customers can choose the most convenient and effective access points while all the interactions seamlessly flow across channels, with all data and context preserved.

“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. 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,” said Scott Black, RVP, Business Development, Five9.

Toby Bowers, General Manager for Industry, Apps, and Data Product Marketing, Microsoft, stated that the strong, longstanding partnership between the two companies enables shared customers to access comprehensive solutions in contact center and CRM, delivering an integrated and robust CX platform. Five9 is committed to improving its contact center integrations for Microsoft Dynamics 365 and Microsoft Teams, including their latest update featuring the Channel Integration Framework (CIF) 2.0, which supports multisession applications.

The new Dynamics 365 Channel Integration Framework (CIF) 2.0 integration is an expansion of the existing Five9 and Microsoft Adapter, which has already gained the trust of Five9 customers. This updated integration is now available on AppSource, in addition to the current Dynamics 365 integration, providing even more options for customers.

Just a few days ago, Five9 and Invoca expanded their partnership to offer a new solution that provides more in-depth and real-time data analysis across the customer journey, bridging the gap between the contact center and marketing teams for a more seamless customer experience.