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Kyndryl and Five9 Announce Partnership to Offer Personalized, Cloud-Enabled Contact Center Experience to Customers

Kyndryl, the world’s largest IT infrastructure services provider, announced a global partnership and expanded relationship with Five9 to collaborate on cloud-based contact center solutions that deliver personalized experiences to customers and employees, while helping companies navigate the rapidly changing needs and requirements of the digital business landscape.

The partnership will leverage the combined strengths of Kyndryl’s Digital Workplace Services and its deep expertise in AI, automation and cognitive analytics, powered by Five9’s industry-leading cloud contact center technology, to deliver Kyndryl’s Intelligent Cloud Contact Center (ICCC) platform to new and existing customers.

Kyndryl and Five9 will offer businesses modernized, cloud-enabled service desk capabilities while providing personalized, end-to-end IT support for employees around the world. Together, they will help new and existing customers move legacy contact centers to the cloud, offering a state-of-the-art customer support experience.

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“Differentiating on customer experience now demands cloud strategies,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “Kyndryl’s partnership with Five9 will benefit customers and ecosystem partners by providing end-to-end contact center solutions, services, and expertise to help enterprises increase business agility, embrace innovation and accelerate CX transformation.”

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Through this partnership, Kyndryl and Five9 have built a Global Cloud Contact Center team that allows both firms to continuously offer best-in-class skills, training and education, and customer-facing solutions for Kyndryl’s ecosystem partners and practitioners.

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“Being able to deliver elevated end-user experiences across both employee IT support systems and customer-facing contact centers, Kyndryl and Five9 are building on their current successes together,” said Ivan Dopplé, General Manager, Kyndryl Digital Workplace Services Global Practice. “Five9 is a longstanding and trusted partner for Kyndryl’s Digital Workplace practice. Strengthening our relationship with Five9 will further accelerate the contact center transformation journeys for our valued customers.”

“We’re thrilled to announce our reseller agreement and managed services partnership with Kyndryl,” said Jake Butterbaugh, Senior Vice President, Five9 Global Partner Sales. “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. As our market segment continues to grow, Kyndryl’s worldwide presence and operational footprint in over 60 countries will help Five9 continue to expand our global reach.”

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[To share your insights with us, please write to sghosh@martechseries.com]

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