BT, Five9 partner to drive cloud adoption for contact centres

BT and Five9, a provider of the intelligent CX Platform, 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 Five9 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.

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 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.

The expanded partnership builds on an existing agreement between BT and Five9. In November 2022, 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’s 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 Partner 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.”