BT, Five9 offer new call intelligent platform

Wednesday, 10 May 2023 09:11

By Staff Writer

British telecommunications provider BT has partnered with CX platform provider Five9 to offer Five9 Intelligent CX platform to new and existing customers as a managed service to help fully digitalise workplace through tighter integration with existing voice, digital channels, unified communications and customer relationship management systems.

The integration of the cloud-native Five9 Intelligent CX Platform with global managed voice platform offers customers an end-to-end managed service, cloud migration expertise, and access to BT’s capabilities in managing complex technology environments.

BT customers can now choose from 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 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 help automate processes and manage routine calls, claimed BT.

BT and Five9’s combined expertise will help customers manage the transition seamlessly and enjoy the full benefits of a managed CCaaS service,” said BT managing director global portfolio Andrew Small.

“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,” claimed Five9 senior vice president global partner Jake Butterbaugh.

This first appeared in the subscription newsletter CommsWire on 09 May 2022.

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BT, Five9 offer new call intelligent platform