Published on November 8, 2023, 10:36 pm

BT and Five9 are joining forces to enhance the range of contact center services and solutions available to organizations on a global scale. Building on an existing partnership, BT will now offer the Five9 Intelligent CX Platform as a managed service to both new and existing customers, providing them with the opportunity to fully digitize their workplace through tighter integration with voice, digital channels, unified communications, and customer relationship management systems.

By combining the cloud-native Five9 Intelligent CX Platform with BT’s secure Global Managed Voice platform, customers will have access to an end-to-end managed service that includes cloud migration expertise. Additionally, they will benefit from BT’s extensive experience in managing complex technology environments.

“Our Five9 partnership offers BT customers a secure and future-proof route to migrate their contact center into the cloud,” said Andrew Small, Managing Director of Global Portfolio, Business at BT.

BT’s Inbound Contact Global platform supports inbound voice services worldwide and serves over 55,000 customers globally. With physical access nodes in over 45 countries and origins from more than 180 countries, it offers extensive coverage. Over 65,000 agents worldwide use BT’s Inbound Contact platforms which handle more than 16 billion minutes of calls per year.

The expanded partnership between BT and Five9 follows Five9 naming BT its strategic carrier for voice and network services globally in November 2022. This collaboration enables Five9 to expand into new markets while providing improved call quality for its global customers.

As part of this partnership expansion, BT customers can now choose from a range of Five9 options including digital engagement channels, analytics, workflow automation and optimization tools. They also have access to practical AI solutions that can empower contact center agents. Furthermore, Five9 offers pre-built call center integrations with leading CRM solutions such as Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.

BT will also provide access to Five9’s artificial intelligence (AI) and automation solutions embedded in the platform. This includes the Five9 Intelligent Virtual Agent (IVA), which can automate processes and handle routine calls, ultimately improving efficiency for agents.

“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,” said Jake Butterbaugh, SVP Global Partner at Five9.

The Five9 Intelligent CX Platform is widely used by over 2,500 organizations worldwide. It offers a comprehensive suite of solutions that enable seamless customer experiences and empower agents. With its cloud-native, multi-tenant, scalable, reliable, and secure nature, it includes features such as contact center management, omni-channel engagement, and workforce engagement management.

This partnership demonstrates Five9’s commitment to expanding its partner ecosystem and developing influential global alliances that deliver innovative customer experience solutions to organizations worldwide.

In conclusion, the collaboration between BT and Five9 will significantly accelerate the adoption of cloud contact center services. By leveraging BT’s extensive network infrastructure and Five9’s intelligent platform, organizations can enhance their contact center operations while delivering exceptional customer experiences.


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