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News : Mitel Partners with Five9 to Expand Cloud Contact Center Portfolio

#contactcenterworld, @Mitel, @Five9

Dallas, TX, USA, May, 2021 -- Mitel(R), a global provider in business communications, announced a strategic partnership with Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, which will provide customers and partners worldwide with access to a contact center as a service (CCaaS) solution that operates seamlessly with Mitel’s unified communications solutions. With Five9 as Mitel’s exclusive CCaaS partner, the Five9 Intelligent Cloud Contact Center will be available for Mitel customers worldwide that need an advanced CCaaS solution integrated with their unified communications technology.

"Customer experience has become a key differentiator for many organizations; however, one size rarely fits all when it comes to how our customers use technology to achieve their goals," said Tarun Loomba, Chief Product Officer for Mitel. "Providing a portfolio of innovative communications and contact center solutions that support our customers unique needs and help them to be successful is at the core of Mitel’s strategy. With the strengths that Five9 brings to our contact center portfolio, we can ensure an exceptional experience for customers who require an advanced cloud contact center solution – particularly those in the enterprise segment – while further empowering our partners with the ability to find the right solution for each customer."

The exclusive partnership creates new opportunities for Mitel’s global channel community. Mitel partners will now have access to the full Five9 product portfolio – including the core Five9 Platform, Workforce Optimization (WFO), Intelligent Virtual Agents (IVA), Agent Assist, and Workflow Automation (WFA). The partnership will include sales support from both Mitel and Five9 as well as a dedicated onboarding experience, enabling Mitel’s agent and reseller partners with a path to further support and grow their base of customers.

"The mutual passion we share for both cloud innovation and customer success makes this partnership a natural fit not only strategically, but culturally as well," said Dan Burkland, President, Five9. "By bringing together Mitel’s communications solutions, global footprint, and extensive partner community with the Five9 Intelligent Cloud Contact Center suite, organizations worldwide now have access to a seamless offering to help them increase productivity and transform their customer engagement experience."

#contactcenterworld, @Mitel, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Mitel:
Company LogoMitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
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About Five9:
Company LogoFive9 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.
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Today's Tip of the Day - Anticipate Volatility

Read today's tip or listen to it on podcast.

Published: Tuesday, June 1, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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