Five9 and Verint have strengthened their partnership, announcing a new Native Cloud-to-Cloud Platform Integration.
The integration will allow mutual customers to mix and match their solutions and better customize their contact center tech stack.
Until now, the partnership revolved around workforce optimization (WFO), with Five9 selling Verint’s contact center WFO stack to many customers.
However, Five9 customers will soon access more of Verint’s portfolio, which includes Da Vinci bots, knowledge management, and voice of the customer (VoC) tools.
Meanwhile, customers of the Verint Open Platform may pick from Five9’s extensive tech set, which includes reliable voice, Genius AI, and workflow automation solutions.
In line with the announcement, Five9 and Verint promise to ramp up their joint services to ensure continued “seamless” customer support.
Sharing more, Jake Butterbaugh, SVP of International Sales and Global Partners of Five9, stated: “With this deepened partnership, we are making it easier than ever for customers to integrate the Five9 Intelligent CX Platform with Verint Cloud Solutions.
“We remain committed to giving our customers choice for best-fit technology solutions backed by industry-leading professional services and support staff.
This native cloud-to-cloud integration, fully supported by Five9, is a testament to our strong and enduring partnership as we help companies set new standards for excellence in customer experience.
As noted, that partnership has so far centered on the Five9 Workforce Optimization, Powered by Verint portfolio. That provides Five9 customers with solutions for enterprise workforce management (WFM), quality management (QM), and more.
With this, Five9 delivers the WFO functionality to compete with the likes of NICE and Genesys for large enterprise CCaaS contracts.
Moreover, the CCaaS stalwart can offer exclusive benefits. For instance, it can help customers centralize staff management. So, if they have various locations that still leverage on-prem or alternative contact center software, they may still overlay Verint across their operations and manage global support teams.
As such, the partnership has opened many doors for Five9 and its customers. Meanwhile, Verint has secured a significant revenue stream as Five9 has charged upmarket and seized some of the biggest deals in the space.
For instance, Five9 signed its “largest deal ever” worth $50MN+ in annual recurring revenue (ARR) earlier this year, which included the Five9 Workforce Optimization, Powered by Verint offering.
With this new Native Cloud-to-Cloud Platform Integration, the large enterprises that Five9 hooks in may onboard more of Verint’s offerings.
Unsurprisingly, that prospect appeals to John Bourne, SVP of Global Channels and Alliances at Verint. He said:
Building on our long-standing partnership, the new cloud-to-cloud connectivity makes it easier for our customers to achieve tangible AI business outcomes, now.
Despite launching an alternative CCaaS platform to its customers last year, Verint has managed to sustain robust relationships with key partners.
The new Five9 integration exemplifies this, as does its recently expanded partnership with Webex, which saw Verint build a data layer over Cisco’s CCaaS platform.
Meanwhile, Five9 has had a busy couple of months, capped off by acquiring Acqueon, the customer journey orchestration specialist.
As a former close partner, the acquisition is an excellent example of Five9’s “try before your buy” M&A strategy.
