TELUS International has joined forces with Five9 to introduce an upgraded version of TELUS's Contact Center as a Service (CCaaS) application platform. This enhanced platform is a comprehensive cloud-based solution that leverages AI to offer mid- and large-sized organizations valuable customer insights, allowing them to deliver top-notch customer experiences focusing on personalized interactions.
"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 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,” said Beth Howen, Chief Transformation Officer, TELUS International.
This solution includes omnichannel support, smart routing capabilities, and AI-driven insights to expedite issue resolution. Clients can benefit from a comprehensive set of customer experience features, encompassing both inbound and outbound dialing support, along with seamless integrations into major customer relationship management (CRM) and IT service management (ITSM) platforms like Salesforce, Oracle, Zendesk, Microsoft, ServiceNow, and others.
“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,”said Jake Butterbaugh, SVP, Global Partner Organization, Five9.
In February this year, TELUS partnered with Amazon Web Services (AWS) to develop a new smart living solution leveraging the latest cloud, IoT, ML, and AI technologies.
