Customers can now access Five9 Intelligent CX
Platform embedded with BT’s global voice and data services
BT and Five9, a leading provider of the intelligent CX Platform,
today 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. 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, 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.”
BT will be attending the upcoming Five9 CX Summit EMEA hosted in
Porto, Portugal and will be a featured presenter. For more
information click here
Notes to editors
About BT’s Managed Contact Centre services
BT offers businesses and organisations in the UK and globally
customer experience solutions to improve agent and customer
experience, with professional services to plan, implement and
manage them end-to-end. Its services and solutions enable
omnichannel interactions including voice, email, webchat,
messenger, SMS and social media.
BT’s Inbound Contact Global platform supports inbound voice
services worldwide, with physical access nodes in over 45
countries, originations from over 180 countries, and terminations
to anywhere in the world. Its cloud contact centre services are
supported by resilient global Contact Hubs offering a wealth of
experience in customer experience transformation. BT’s Inbound
Contact platforms serve over 55,000 customers globally, and more
than 16 billion minutes of calls per year. Over 65,000 agents use
it worldwide.
BT works with an ecosystem of partners including Five9 to
deliver innovative and market leading technology. Our Cloud Contact
platforms have connectors with leading CRM systems including
Salesforce, Oracle, Microsoft Dynamics, SAP, ServiceNow and
Zendesk.
BT helps customers build secure end-to-end contact centres. It
offers applications to protect against the dangers of fraud, all
seamlessly integrated with its secure network. It also offers
expertise to help customers navigate compliance and regulatory
requirements.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions for orchestrating fluid customer experiences and
empowering agents. Our cloud-native, multi-tenant, scalable,
reliable and secure platform includes contact center; omni-channel
engagement; Workforce Engagement Management; extensibility through
more than 1,000 partners; and innovative, practical AI, automation
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, partners and technology to more
than 2,500 organizations worldwide. Through this combination, Five9
supports customer needs from Day 1 to forever and delivers on our
customer commitment: “We keep our CX promise, so you can keep
yours.”
For more information, visit www.five9.com
About BT
BT Group is the UK’s leading provider of fixed and mobile
telecommunications and related secure digital products, solutions
and services. We also provide managed telecommunications, security
and network and IT infrastructure services to customers across 180
countries.
BT Group consists of three customer-facing units: Consumer
serves individuals and families in the UK; BT Business* covers
companies and public services in the UK and internationally;
Openreach is an independently governed, wholly owned subsidiary
wholesaling fixed access infrastructure services to its customers -
over 650 communication providers across the UK.
British Telecommunications plc is a wholly owned subsidiary of
BT Group plc and encompasses virtually all businesses and assets of
the BT Group. BT Group plc is listed on the London Stock
Exchange.
For more information, visit www.bt.com/about
*BT Business was formed on 1 January 2023 from the combination
of the former Enterprise and Global units. It will commence
reporting as a single unit from 1 April 2023, with pro forma
reporting information to be produced ahead of BT Group’s Q1 FY24
results.
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version on businesswire.com: https://www.businesswire.com/news/home/20230504005774/en/
Suzie Linville Senior Corporate Communications Manager, Five9
Suzie.linville@five9.com
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