GENBAND and Five9 Inc. have announced a new partnership, through which Five9 will offer GENBAND’s solutions to its contact center customers. Five9 selected GENBAND and three specific solutions due to the company’s experience with delivering cloud-based real time communications to customers across the world, and the ever-growing demand for WebRTC.
Five9 is known for its omnichannel cloud contact center solution, which allows enterprises to communicate with their customers across any channel, voice and digital alike. It offers a range of management applications, including real-time and historical reporting, workforce management solutions, and quality monitoring.
GENBAND’s services are designed to help customers succeed through cloud-based real-time communications software solutions and services. Its Kandy communications Platform as a Service (CPaaS) provides a set of embedded communications capabilities, such as voice and video messaging, presence, and chat, to provide an enhanced user collaboration experience.
Per the partnership, Five9 will offer GENBAND’s Kandy solutions, which includes Unified Communications, WebRTC, and Kandy Wrapper (pre-developed applications). Kandy offers partners the ability to provide Real Time Communications and Unified Communications extensions to their contact centers, allowing agents to communicate with and help their customers in a greater range of ways.
According to Wendell Black, VP of global channels at Five9, “Most of Five9 customers are looking for a UC extension to the call center, and being able to offer a solution with GENBAND satisfies customer objectives.”
Blair Pleasant, co-founder of UCStrategies, states, “This partnership is a great opportunity for Five9 to provide enhanced value by offering UC functionality to its contact center customers.” She adds, “Five9 and GENBAND had been working together previously to provide GENBAND’s WebRTC and Kandy offering for a specific customer, and the relationship took off from there. Now there’s an opportunity for the companies to provide more options for Five9 customers, and potentially to GENBAND customers.”
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