#contactcenterworld, @Five9, @BT
San Ramon, CA, USA & London, UK, May, 2023 - BT and Five9, a provider of a CX Platform, announced that they are expanding their partnership to enhance the choice of contact centre services and solutions offered to organisations globally.
BT will now offer the Five9 Intelligent CX Platform to new and existing customers as a managed service to help them fully digitalise their workplace through tighter integration with existing voice, digital channels, unified communications, and customer relationship management (CRM) systems.
BT customers can now choose from a range of Five9 options including digital engagement channels, analytics, workflow automation and optimisation, along with practical AI to engage and empower their contact centre agents. In addition, Five9 offers pre-built call centre integrations with CRM solutions, including Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.
BT will also offer access to Five9’s artificial intelligence (AI) and automation solutions, including Five9 Intelligent Virtual Agent (IVA), which are embedded in the platform. These solutions can help automate processes and manage routine calls, while automatically providing agents with caller details to improve efficiency.
The expanded partnership builds on an existing agreement between BT and Five9. In November, Five9 named BT its strategic carrier for voice and network services globally. This enables Five9 to expand into new markets and offer its global customers a service with improved call quality.
Andrew Small, managing director, global portfolio, Business, BT, said: "Our Five9 partnership offers BT customers a secure and future-proof route to migrate their contact centre into the cloud. BT and Five9 combined expertise will help customers manage the transition seamlessly and enjoy the full benefits of a managed CCaaS service."
"It is an honour to continue expanding our partnership with BT to deliver a high quality intelligent CX solution via a BT network-enabled, managed cloud service powered by Five9," said Jake Butterbaugh, SVP Global Partners at Five9. "Enterprises now have access to Five9’s leading Intelligent CX Platform seamlessly embedded with BT’s world class voice and data services to create more fluid experiences for their customers. This partnership reflects Five9’s commitment to grow our partner ecosystem and cultivate powerful, global partnerships to deliver CX solutions to global customers."
Posted by Veronica Silva Cusi, news correspondent
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
Published: Monday, May 8, 2023
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