TELUS International Partners with Five9 to Evolve Its CCaaS Business

The latest TELUS International contact centre is an end-to-end cloud platform with AI insights

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Published: November 9, 2023

James Stephen

TELUS International has partnered with Five9 on the latest incarnation of its CCaaS platform to offer its customers an end-to-end cloud platform with AI insights.

The CX innovator believes the updated platform offering will help to reshape customer support through its advanced omnichannel support, intelligent routing capabilities, and actionable customer insights with next-level personalization.

Five9 has brought with it new customer support and customer interaction solutions to provide “unmatched” efficiency and personalization.

Beth Howen, Chief Transformation Officer, TELUS International, commented on the new partnership: “We are proud to further deepen our partnership with Five9 to continue to elevate our status as global leaders in delivering exceptional customer support that leverages the power of AI.

“Together, our combined expertise will help propel our clients to the forefront of innovation and empower them to meet the growing demands of their customers effectively.

This partnership comes at a crucial time when businesses are looking to reimagine CX in the cloud to achieve more agility and scale while driving performance and cost efficiencies.

Howen continued, reflecting on TELUS Internationals’ capabilities: “TELUS International has a proven track record of delivering outstanding performance metrics, alongside enhanced solutions like Fuel iX, that leverages the power of generative AI to deliver end-to-end CX innovation and AI-fueled intelligent experiences for brands and their customers.

“Undoubtedly, our partnership with Five9 will continue to build on that success.”

TELUS Internationals’ CCaaS solution also gives clients a full CX feature set that includes various inbound and outbound dialing support and deep integration with leading CRM and ITSM platforms – such as Salesforce, Microsoft, Oracle, Zendesk, ServiceNow, and more.

TELUS International has partnered with Five9 for over a year, having already co-deployed the TELUS International CCaaS solution for a Canadian financial services company.

The company said it chose Five9 as a strategic global CCaaS partner to bolster the value and CX that it offers global clients and build on its partnerships with Google Cloud and Verint Systems.

In May this year, TELUS International upgraded to the latest version of the Verint Workforce Engagement, which is part of the Verint Customer Engagement Cloud Platform deployed on Google Cloud’s platform.

Its rapid adoption growth has earned it the Five9 Gold Partner status, which represents Five9’s topmost partner tier.

TELUS International helps businesses switch from on-premise solutions to the cloud via its cloud contact center platform, TELUS International Cloud Contact Center (TC3), and Cloud Contact 360 (CC360), to provide innovative customer service solutions.

It has already deployed more than 400 contact centers across various industries and customers.

In spite of these efforts, Five9’s CEO estimated that fewer than 20 percent of enterprises have moved their contact centers to the cloud, which means there is still a large, untapped market available to these CCaaS providers.

Jake Butterbaugh, SVP of Global Partner Organization at Five9, believes the partnership will be a game-changer for the industry: “By addressing the evolving needs of global businesses, TELUS International and Five9 will revolutionize the way businesses engage with their customers.

“Our match of expertise, experience, and strategic focus in delivering the best in customer experience make our combined value proposition a powerful and compelling offer.”

Elsewhere, Five9 recently rolled up Aceyus to better streamline large enterprise CCaaS migrations and enable the creation of curated data sets that help to finetune AI models.



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