CallTower has announced a resale partnership with Five9 in a move to integrate CallTower’s Operator Connect for Microsoft Teams with Five9’s contact centre platform.
“By combining our Operator Connect solution with Five9’s intelligent CX platform, we’re providing businesses with the tools they need to enhance both customer and employee experiences in meaningful ways,”
Doug Larsen, CallTower Senior Vice President of Product and Software Development said.
This collaboration will give businesses a turnkey solution that promises unparalleled communication, featuring bi-directional presence capabilities, real-time collaboration, and unified reporting under a single vendor ecosystem.
Examining the Offering
CallTower’s Operator Connect for Microsoft Teams is a telephony solution that seamlessly integrates voice services into the Microsoft Teams environment.
Launched across the EMEA region in early 2024, this platform enables organisations to extend PSTN voice access directly within Teams, simplifying the integration between networks and streamlining user provisioning and management.
Five9’s contact centre platform is a cloud-based solution designed to transform customer interaction and support operations.
As a robust CCaaS platform, it offers businesses an intelligent, scalable environment that supports omnichannel customer engagement across voice, email, SMS, social media, chat, and video channels.
The platform integrates advanced AI and automation capabilities, enabling organisations to deliver sophisticated customer experiences with enhanced efficiency.
With CallTower now able to offer Five9’s solutions, this enables customers to harness the strength of both in a holistic way.
By leveraging CallTower’s expertise in voice services and Microsoft Teams integration alongside Five9’s advanced AI-driven contact centre capabilities, businesses can access an expanded range of features to improve their operational efficiency and customer service capabilities.
“By leveraging Five9’s advanced artificial intelligence and automation capabilities alongside CallTower’s Operator Connect services, we can provide organisations with the precise technological tools they need to thrive in today’s highly competitive business landscape,”
Jake Butterbaugh, Senior Vice President of Five9’s Global Partner Organisation, said.
The unified solution enables bi-directional presence capabilities, allowing for smooth transitions between internal team collaborations and customer interactions.
Equally, real-time collaboration tools will be able to enhance problem-solving and decision-making processes, whilst unified reporting under a single vendor simplifies management and provides comprehensive insights into both employee productivity and customer engagement metrics.
“The synergy between CallTower and Five9 creates a remarkable opportunity for businesses to simplify their communications infrastructure,”
William Rubio, CallTower’s Chief Revenue Officer, said.
This ultimately streamlines workflows and agents with instant access to colleagues and resources, ultimately leading to faster issue resolution and improved customer satisfaction.
CallTower Operator Connect’s Expansion
CallTower’s Operator Connect has been receiving a large amount of attention over the past months.
With ambitions here illustrating feature expansion, the run-up to this has seen the company boosting its footprint for the service across the globe.
In November of 2024, CallTower announced that it had expanded its Operator Connect for Microsoft Teams solution in the LATAM and APAC regions.
This brought its coverage for businesses across 27 countries, with a large presence in Europe and the Americas
