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TELUS and Five9 collaborate to provide end-to-end contact center as a service with AI-driven insights

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TELUS International, a leading digital customer experience (CX) innovator, is partnering with Five9, the Intelligent CX Platform provider, to launch the next evolution of its Contact Center as a Service (CCaaS) application platform.

According to the companies, this enhanced solution is an advanced, end-to-end cloud platform that provides brands with AI-driven, actionable customer insights to help them deliver best-in-class CX, including next-level personalization.

Working together, TELUS International and Five9 are continuing to reshape the customer support industry by delivering advanced omnichannel support, intelligent routing capabilities, and AI-driven insights to mid- and large-sized organizations for faster resolutions.

The CCaaS solution offers clients a full customer experience feature set that provides a variety of inbound and outbound dialing support and deep integrations into leading customer relationship management (CRM) and IT service management (ITSM) platforms, including Salesforce, Oracle, Zendesk, Microsoft, ServiceNow, and more.

"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," said Beth Howen, chief transformation officer, TELUS International.

TELUS International and Five9 have worked in partnership for more than a year, successfully implementing the TELUS International CCaaS solution for a Canadian financial services company.

“By addressing the evolving needs of global businesses, TELUS International and Five9 will revolutionize the way businesses engage with their customers,” said Jake Butterbaugh, SVP, global partner organization, Five9. “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.”

TELUS International has been helping businesses migrate from on-premise solutions to the cloud through its feature-rich cloud contact center platforms, TELUS Cloud Contact Center (TC3) and Cloud Contact 360 (CC360) to enable new, innovative digital-driven customer service solutions.

TELUS International selected Five9 as a strategic global CCaaS partner to further strengthen the overall value and customer experience they provide their global clients, building on its long-running, successful partnerships with Google Cloud and Verint Systems, according to TELUS. Due to its rapid adoption growth, TELUS International has achieved Five9 Gold Partner status, Five9’s highest partner tier.

For more information about this news, visit www.telusinternational.com or www.five9.com.

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