Managed Service Provider (MSP) Espria has incorporated Five9’s contact centre solutions into its portfolio as part of a strategic alliance.
According to Espria, the new partnership will serve both companies by helping them to deliver improved customer journeys via digital and voice channels, as well as through virtual and live agents.
Five9 will extend its market reach through a provider it can trust, while Espria views the introduction of Five9’s products as a “major enhancement” to its current offering.
Alex Tupman, CEO of Espria, said: “Today, it is crucial for contact centres to unify and analyse customer interactions across channels, self-service, and live channels and to break the data silos to transform data into a winning customer experience strategy.
“As a result, we have been actively looking to move into the customer contact centre market, enhancing our overall solution offering. This partnership enables us to do just that, and to realise our customer-focussed strategy.
“Five9 will now enable us to resell and integrate practical and powerful tools for managing customer experiences with a solution that overcomes the inherent complexities involved in integrating multiple touchpoints across both self-service and assisted channels.”
Contact centres like Five9’s have become essential for organisations with ever-changing customers wishing to systematically improve performance, engage and offer support over channels, and access analytics and reporting.
Its solutions, according to Espria, provide companies with tailor-made solutions to provide their customers with the latest services. Furthermore, it believes Five9 has a verifiable history of solving customer experience challenges by implementing tools to deploy and manage AI applications and integrating business intelligence and real-time analytics.
Espria is advocating ‘doing more with less’ through a series of Optimise IT events this year, which Five9 will also be supporting by exhibiting at one of the events in Newmarket on 28th March, as well as a keynote speech in Doncaster on 28th June.
The MSP will be sharing its expertise, alongside advanced technologies across communications, automation, security, document solutions, and more.
Thomas John, VP Partners EMEA at Five9, commented: “Five9 is committed to delivering the best-in-class partner experience to align, amplify, and accelerate success with our Five9 global partner ecosystem.
“Our partners are an extension of our global go-to-market strategies and extension of our culture. Espria brings market reach and technological skills to drive sales and extend our joint market footprint.”
Espria is an independent managed service provider, set up over 25 years ago. It uses a “consultative approach” with customers across its areas of expertise, which include IT Communications, Cloud, and Document Solutions.
Five9 is an all-in-one cloud-based contact centre platform, which helps businesses meet their customer service needs. Founded in 2001, the company now has 2,000 customers worldwide and over 7 billion call minutes recorded annually.
Last month, Five9 launched ChatGPT-powered contact centre offerings, adding AI Insights and AI Summaries to its books, taking advantage of the natural language processing (NLP) phenomenon.
Also in February this year, Five9 released a real-time translation feature to support its global contact centre operations. The CCaaS innovation to Five9 Messenger enables customers to speak in their native language.
