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TELUS International and Five9 Expand Partnership for CCaaS Platform

By Tracey E. Schelmetic November 14, 2023

Digital experience solutions provider TELUS International recently announced that it partnered with customer experience platform company Five9 to launch the next evolution of its Contact Center as a Service (CCaaS) application platform. This enhanced solution is an end-to-end cloud platform that provides brands with AI-driven, actionable customer insights to help them deliver improved and personalized customer experiences (CXs). Working together, TELUS International and Five9 plan to reshape the CX industry by delivering advanced omnichannel support, intelligent routing capabilities, and AI-driven insights to mid-sized and large-sized organizations for faster resolutions.

Their CCaaS solution offers clients a full CX feature set, including inbound and outbound dialing support and deep integrations into popular customer relationship management and IT service management platforms such as Salesforce, Oracle, Zendesk, Microsoft, ServiceNow and more.

TELUS International also noted that the partnership comes at a crucial time; businesses are looking to reimagine the CX ecosystem in the cloud in order to become more agile and to achieve better scalability (while driving performance and cost efficiencies).

"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,” noted Beth Howen, Chief Transformation Officer of TELUS International, in a statement. “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.”

TELUS International has a history of offering performance metrics — not to mention enhanced solutions like Fuel iX — as well as leveraging the power of generative AI to deliver CX management and AI-fueled intelligent experiences for brands and their customers.

Five9 offers cloud-native, scalable and secure platforms including contact center, omnichannel engagement, workforce engagement management, extensibility through more than 1,400 partners and practical AI, automation, and journey analytics embedded as part of the platform.

Edited by Greg Tavarez
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