Kyndryl, Five9 Personalize Contact Center Experience

Today’s digital world is forcing contact centers to continuously transform themselves with a focus on improving customer experience. As call volume and call wait times spiked in the midst of the pandemic, call centers had to adjust quickly.  Many transformed into customer-centric, omnichannel, cloud-based business centers that deliver a positive customer experience, increase revenue and improve operational efficiency. 

IT infrastructure services provider Kyndryl is collaborating with Five9 on cloud-based contact center solutions that deliver personalized experiences to customers and employees, while helping companies navigate the changing needs and requirements of the digital business landscape.

"Helping enterprises move away from on-premises solutions to a cloud-based approach provides a more consumer-led experience that empowers agents and engages employees in new and meaningful ways,” said Jake Butterbaugh, senior vice president, Five9 (News - Alert) Global Partner Sales.

The partnership will leverage the combined strengths of Kyndryl's Digital Workplace Services and Five9's cloud contact center technology to deliver Kyndryl's Intelligent Cloud Contact Center platform to new and existing customers.

Kyndryl's Digital Workplace Services enhances employee experiences and productivity, decreases the number of support incidents, speeds up device deployment, shortens the time to process service requests and reduces device management and support costs.

In action, Kyndryl saw a multinational petroleum company improve end-user experience impacts by 30%, a government agency reduce the number of monthly service desk calls by 50% and a financial services firm reduce the average time to resolve service tickets by 96%.

Five9’s cloud contact center technology enables organizations to engage customers on their channel of choice, streamline operations and use the power of practical AI, automation and the cloud. This will increase business agility and exceed customers' expectations.

Together, the two will offer businesses modernized, cloud-enabled service desk capabilities while providing personalized, end-to-end IT support for employees worldwide.

Additionally, as part of the agreement, Kyndryl was recognized as a Five9 Gold Partner in 2022.

Edited by Erik Linask