BT Now Offers Five9’s Intelligent CX Platform

The expanded partnership adds a range of contact centre solutions to BT’s portfolio

Contact CentreLatest News

Published: May 8, 2023

James Stephen

BT has expanded its partnership with Five9 by adding the Five9 Intelligent CX platform to its contact centre offerings.

Five9’s platform will be available to BT’s current and new customers as a managed service, embedded with BT’s global voice and data services.

It will enable customers to further digitise their workplace through voice, unified communications, digital channels, and customer relationship management (CRM) systems.

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’s combined expertise will help customers manage the transition seamlessly and enjoy the full benefits of a managed CCaaS service.”

By integrating Five9’s cloud-native, intelligent CX Platform with BT’s Global Managed Voice platform, customers can deploy an end-to-end managed service, access BT’s capabilities and experience, as well as cloud migration expertise.

BT customers will now be able to add various Five9 solutions, including analytics, workflow automation and optimisation, digital engagement channels, and artificial intelligence to support contact centre agents.

Pre-built call centre integrations from Five9 provide integrations to popular CRM solutions, such as Microsoft, Salesforce, ServiceNow, Zendesk, and Oracle.

Customers will also be able to access solutions embedded within the platform, such as artificial intelligence and automation via Five9 Intelligent Virtual Agent.

These solutions automate tasks and manage routine calls while providing agents with information about the caller to improve efficiency and productivity.

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

“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’s managed contact centre services provide UK businesses with customer experience solutions to enhance customer and agent experience.

It offers professional services to help organisations plan, implement, and manage the solutions.

The telecommunications giant also has services and solutions which enable omnichannel interactions through email, voice, webchat, SMS, messenger, and social media.

BT’s Inbound Contact Global platform enables inbound voice services globally, with physical access nodes in more than 45 countries, serving over 55,000 customers, and more than 16 billion call minutes accrued every year.

The BT cloud contact centre is supported by Contact Hubs with extensive experience in customer experience implementations.

BT has a number of CX-related partners, including Google Cloud, which signed a five-year partnership with BT last month to enhance digital transformation and customer experiences.

Last year, BT partnered with Dubber to make its platform the default recording and conversational intelligence solution in the BT Meetings portfolio.

Five9 achieved record quarterly earnings results in Q1 2023 with revenue of $218.4 million and 20 percent year-over-year growth.

The company’s cloud platform, which includes contact centre innovations like its Intelligent CX Platform, was cited as a major contributor to its quarterly earnings success.

Five9 has also upped its partnership with Cresta, who recently joined forces with Medallia to offer Five9 and LivePerson customers their combined conversational AI solution.



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