How Five9 and Onecom are bringing Microsoft Teams to the contact center

The explosive growth of Microsoft Teams to 270 million monthly active users in five years has made it a heavy hitter in the collaboration space.

But what’s less clear is the role that Teams, and Microsoft’s broader portfolio, will play in the contact center.

Teams has basic features similar to a contact center, such as call queuing and auto attendant, but Microsoft has also certified a handful of specialist CX vendors it trusts to provide quality contact center integration with Teams.

And then there’s Dynamics 365 Customer Service which received a voice channel from Microsoft, creating what the vendor says is an “all-in-one digital contact center.”

A company may know they want to standardize Teams on UC and CC, but they may not know how to achieve this, while retaining all the tools they need to provide fantastic service to their customers.

This is where Five9 and Onecom come together to deliver a solution built around Teams, but with the power of Five9’s cloud-based CX technology.

Both companies recognize that Teams has been a game-changer from an internal communication and collaboration perspective, but agree that it alone is not enough to run a business-critical contact center.

“Teams is an absolutely fantastic collaboration tool,” Nick Beardsley, Business Director at Onecom Recount UC today.

“It’s taken over office space and almost become the default standard, and nine out of 10 people we talk to use it, but it’s not a contact center.

“If a business wants to provide a contact center that works seamlessly with Teams, they should purchase a certified third-party contact center platform to integrate”

Essentially, the Five9 and Teams integration, provided by Onecom, brings together a company’s front office with the back office.

For example, a contact center agent can take a customer call using Five9 CX technology. The agent may need to speak to someone in the back office, perhaps the finance team. They can do this in Teams, which gives them visibility into the financial colleague’s presence and access to chat functionality.

The result is that the agent can resolve the customer’s issue on the first request, rather than having to follow up with an email or call back – demonstrating the value of intertwining the CX and UC platforms. ‘a company.

The importance of the Channel

One argument for a company wanting to buy all of its CPU and DC technology from a single company is “simplicity”.

IT departments are under more pressure than ever, and it’s arguably easier to manage platforms from one vendor than a dozen.

This is where partners like Onecom come in by acting as a single supplier, according to Five9 Vice President of Partner Sales Thomas John.

“A company can use Teams as a UC tool, Five9 as a contact center, and then they’ll have a CRM platform, and suddenly before they know it they have so many different owners that it becomes unmanageable.” he said.

“Onecom provides a single point of contact for billing, deployment, customer service…the customer knows they can get anything from Onecom; I don’t like the expression “a throat to choke”, so I say it’s “a back to caress”.

“It can be reassuring at any time, but especially when there’s already a bit of nervousness around moving from on-premises infrastructure to the cloud.”

Blurred lines

It’s no secret that the boundaries between unified communications are blurring. Companies are exploring ways to integrate Teams into the contact center, and several vendors are offering combined UC-CC platforms.

Meanwhile, Zendesk and Talkdesk have moved from the contact center space to internal communications, while Zoom recently launched its contact center offering to build on its UC success.

The bottom line for businesses is choice – which, while not a bad thing, can make it difficult to choose the right solution (or combination of solutions).

Five9 and Onecom’s combined strategy is simple: Companies have already chosen Teams for unified communications, so they’re pairing it with best-in-class CX technology.

This is delivered by Onecom OneCloudwhich brings together Teams, the Five9 smart cloud contact centerMicrosoft Direct Routing and other enterprise tools in one managed service, giving businesses everything they need in a package comparable to buying from a single vendor.

“There’s no point in having a single platform that does both UC and CC when the customer has already decided they want Teams,” Beardsley said. “So you can have a UC game in your contact center, but that’s not really what the customer wants.

“What we give them with Five9 is choice. They can connect to Teams, but they can also connect to Zoom if they have already made that decision, or we can connect to their CRM.

“Customers want unique service. This is what we deliver; we just do it on the best of breed”

“The reason Onecom chose to partner with Five9 is because they have the full contact center stack. They can give voice, digital, workforce planning, speech analytics. This is where the market is going. »

Learn more about the Onecom Partnership with Five9 here.