BT and Five9 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.
The integration of the cloud native Intelligent CX Platform with BT’s “secure, expansive and reliable” Global Managed Voice platform offers customers an end-to-end managed service, cloud migration expertise and access to BT’s extensive experience and capabilities in managing complex technology environments, said BT.
BT customers can now choose from a range of Five9 options including digital engagement channels, analytics, workflow automation and optimisation. In addition, Five9 offers pre-built call centre integrations with leading 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.
Andrew Small, managing director, global portfolio, business, at 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 solution.”
Jake Butterbaugh, SVP for global partners at Five9, added: “This partnership reflects Five9’s commitment to grow its partner ecosystem and cultivate powerful, global partnerships to deliver CX solutions to global customers.”
