Five9 has struck two significant reseller partnerships with CallTower and Intradiem.
The first collaboration will see the Five9 Intelligent Cloud Contact Center become part of CallTower's global portfolio of communications and collaboration solutions.
As such, CallTower will support businesses in deploying the solution alongside Microsoft Teams - through its Operator Connect solution - allowing businesses to blend Five9 with the UCaaS platform.
Meanwhile, the Intradiem partnership is a little different. Here, Five9 will resell its partner's contact center software to its own customer base.
Primarily that software includes forecasting, scheduling, and intraday management solutions. However, Intradiem also offers performance management, reporting, and burnout detection tools.
In deepening these reseller partnerships - alongside its relationships with channel, consulting, and system integrator (SI) partners - Five9 aims to meet customers where they are and accommodate how they want to buy.
Outlining this objective in a previous conversation with CX Today, Jake Butterbaugh, SVP of Five9 Global Partner Sales, said:
We engage with partners on a very strategic level, discussing the potential of building successful partner practices based on rapid customer implementation, long term customer retention, value, and growth. This allows us to keep pace with an evolving market that is becoming much more intelligent.
Many in that evolving market will prioritize close CCaaS-UCaaS integrations and understand how AI may prove a silver bullet in workforce management (WFM).
After all, with AI & automation set to impact contact volumes in a highly unpredictable way, enterprise planners need more than an Erlang Calculator and an Excel spreadsheet to optimize their spending.
The CallTower Partnership: A Closer Look
By unifying Five9 and Microsoft Teams, CallTower can offer customers a unified offering between leading Gartner Magic Quadrant CCaaS and UCaaS solutions, respectively.
That offering includes bidirectional presence, real-time case collaboration, and unified reporting—all managed under one vendor.
The bidirectional presence feature is especially significant, as agents can see which back-office employees are available and transfer customers with more confidence.
"By combining our Operator Connect solution with Five9’s intelligent CX platform, we’re providing businesses with the tools they need to enhance customer and employee experiences in meaningful ways," added Doug Larsen, CallTower Senior Vice President of Product and Software Development.
This partnership with Five9 is an important milestone in our commitment to delivering advanced communication solutions.
Yet, it's critical to note that Five9 contact centers can also leverage a certified Microsoft Teams integration without the middleman.
That said, CallTower can offer advantages in its full feature set and its integration management, so contact centers have a single point of contact if something goes wrong.