Mitel has announced a strategic partnership with Five9, a provider of the intelligent cloud contact centre.
With Five9 as Mitel’s exclusive CCaaS partner, the Five9 Intelligent Cloud Contact Centre will be available for Mitel customers worldwide that need an advanced CCaaS solution integrated with their unified communications technology. The solution that operates seamlessly with Mitel’s unified communications solutions.
Tarun Loomba, Chief Product Officer for Mitel said, “customer experience has become a key differentiator for many organisations; however, one size rarely fits all when it comes to how our customers use technology to achieve their goals. Providing a portfolio of innovative communications and contact centre solutions that support our customers' unique needs and help them to be successful is at the core of Mitel’s strategy. With the strengths that Five9 brings to our contact centre portfolio, we can ensure an exceptional experience for customers who require an advanced cloud contact centre solution – particularly those in the enterprise segment - while further empowering our partners with the ability to find the right solution for each customer.”
Mitel partners will now have access to the full Five9 product portfolio – including the core Five9 Platform, Workforce Optimisation (WFO), Intelligent Virtual Agents (IVA), Agent Assist, and Workflow Automation (WFA). The partnership will include sales support from both Mitel and Five9 as well as a dedicated onboarding experience, enabling Mitel’s agent and reseller partners with a path to further support and grow their base of customers.
Dan Burkland, President, Five9 added, “the mutual passion we share for both cloud innovation and customer success makes this partnership a natural fit not only strategically but culturally as well. By bringing together Mitel’s communications solutions, global footprint, and extensive partner community with the Five9 Intelligent Cloud Contact Centre suite, organisations worldwide now have access to a seamless offering to help them increase productivity and transform their customer engagement experience.”
The partnership complements Mitel’s own contact centre solutions which include MiCloud Connect Contact Centre, a CCaaS solution for the small and mid-market, as well as MiContact Centre Business, an on-premises/private cloud contact centre solution and marks the first of several enhancements planned for Mitel’s contact centre portfolio in 2021. The Five9 suite of intelligent contact centre offerings will round out Mitel’s portfolio with a CCaaS solution to support organisations with extensive contact centre needs by delivering advanced omnichannel customer engagement capabilities and an AI-powered experience.