TELUS International and Five9 Partner to Launch End-to-End Contact Center as a Service Featuring Powerful AI-Driven Insights
November 08 2023 - 6:45AM
Business Wire
Strategic partnership revolutionizes customer
support solutions and uplevels customer interactions, delivering
unmatched efficiency and personalization
TELUS International (NYSE and TSX: TIXT), a leading digital
customer experience (CX) innovator that designs, builds and
delivers next-generation solutions, including artificial
intelligence (AI) and content moderation, for global and disruptive
brands, today announced it has partnered with Five9 (NASDAQ: FIVN),
the Intelligent CX Platform provider to launch the next evolution
of its Contact Center as a Service (CCaaS) application platform.
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) & 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. “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. 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 (GenAI) 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 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. The company’s proven track record
includes over 400 contact center deployments across various
industries and customers. 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. Due to its rapid adoption growth,
TELUS International has achieved Five9 Gold Partner status, Five9’s
highest partner tier.
To learn more about this exciting partnership and its benefits,
please visit our website at telusinternational.com/ccaas.
About TELUS International
TELUS International (NYSE & TSX: TIXT) designs, builds and
delivers next-generation digital solutions to enhance the customer
experience (CX) for global and disruptive brands. The company’s
services support the full lifecycle of its clients’ digital
transformation journeys, enabling them to more quickly embrace
next-generation digital technologies to deliver better business
outcomes. TELUS International’s integrated solutions span digital
strategy, innovation, consulting and design, IT lifecycle including
managed solutions, intelligent automation and end-to-end AI data
solutions including computer vision capabilities, as well as
omnichannel CX and trust and safety solutions including content
moderation. Fueling all stages of company growth, TELUS
International partners with brands across strategic industry
verticals, including tech and games, communications and media,
ecommerce and fintech, banking, financial services and insurance,
healthcare, and others.
TELUS International’s unique caring culture promotes diversity
and inclusivity through its policies, team member resource groups
and workshops, and equal employment opportunity hiring practices
across the regions where it operates. Since 2007, the company has
positively impacted the lives of more than 1.2 million citizens
around the world, building stronger communities and helping those
in need through large-scale volunteer events and charitable giving.
Five TELUS International Community Boards have provided $5.4
million in funding to grassroots charitable organizations since
2011. Learn more at: telusinternational.com.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions to engage with customers across their channel of
choice, empower managers with insights and intelligence into
contact center performance, and elevate your business to deliver
better business outcomes and Bring Joy to CX™. Our cloud-native,
scalable, and secure platform includes contact center; omnichannel
engagement; Workforce Engagement Management; extensibility through
more than 1,400 partners; and innovative, practical AI, automation,
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, technology, and partners to more
than 2,500 organizations worldwide.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
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version on businesswire.com: https://www.businesswire.com/news/home/20231108126600/en/
TELUS International Investor Relations Jason Mayr (604)
695-3455 ir@telusinternational.com TELUS International Media
Relations Ali Wilson (604) 328-7093
media.relations@telusinternational.com Five9 Media Contact:
Suzie Linville, Senior Corporate Communications Manager, Five9
Suzie.Linville@five9.com
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