Recently, BT and Five9 announced a partnership with the intent to accelerate cloud adoption for contact centres globally. 

Through this partnership, BT is offering Five9 intelligent Customer Experience (CX) platform to its customers. 

As a result, customers, both old and new, will be able to enjoy an end-to-end managed service. This service enables them to fully digitalise their workplace “through tighter integration with existing voice, digital channels, unified communications and customer relationship management (CRM) systems”.

The integration with this intelligent CX platform will also provide customers with cloud migration expertise and “extensive experience and capabilities in managing complex technology environments” that BT offers.

BT customers will now also get access to the complete range of services provided by Five9, including digital engagement channels, analytics, workflow automation and optimisation, and practical Artificial Intelligence (AI).

In addition, BT also plans to offer access to AI and automation solutions by Five9, which includes its Intelligent Virtual Agent (IVA).

Why Is Cloud Adoption a Big Deal For Contact Centres?

To understand why cloud adoption is relevant, one simply needs to notice how call centres have been replaced by contact centres. 

With the emergence of new communication technologies, customer service is no longer limited to the traditional call-based format. In fact, one could argue that using only voice calls is less efficient—and sometimes, less convenient for customers—when one has access to SMS, IMs, and emails.

In fact, with Contact Centres as a Service (CCaaS) solutions, even voice calls can be routed securely through the internet to agents. These agents could receive calls anywhere, ensuring a seamless experience for the customer.

Plus, CCaaSs have certain benefits over traditional call centres.

Why a CCaaS Might Be Better Than Traditional Call Centres

1. Quicker scalability, where increasing the number of agents is a matter of quickly getting them to log in from wherever they are, as and when required.
2. Cost-effectiveness, since clients pay only for the features they use.
3. More flexibility, as agents can work from anywhere, which means clients can hire from a bigger talent pool and offer more options to employees.
4. Advanced features, including speech recognition, sentiment analysis, and natural language processing, to improve customer experience.
5. Enhanced security, because such services would require stricter security measures as well as certifications to prove they’ve done their due diligence.
6. Improved efficiency, since some of the more mundane and tedious tasks can be automated, leaving agents free to focus on giving customers better service through easily accessible customer information and real-time performance analytics.

Ensuring the Contact Centre Is Providing the Best Possible CX

Whilst contact centres are moving towards automation and using generative AI (like ChatGPT) to provide better service, they still need to ensure that their systems are working properly. That involves monitoring and testing.

That would help these businesses to maintain high customer care ratings, not just by optimising processes—such as mapping IVR call flows—but also ensuring that the infrastructure is configured to manage workloads.

For Five9, the service is provided by its partner, Occam Global, through Occam’s contact centre discovery, testing, and monitoring platform Razor.

Others might need to invest in a similar testing service if they want to stay competitive.

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