Leading CX platform establishes two new data centers to support multi-national enterprises serving customers across the globe

Five9, the provider of the Intelligent CX Platform, has announced its expansion in India with the addition of two new data centers located in Delhi and Mumbai. This move is aimed at supporting both local and multinational enterprises in enhancing their customer experience (CX) strategies within the region.

New Developments in India

In conjunction with the new data centers, Five9 has also achieved the Department of Telecommunications (DOT) Unified License (Virtual Network Operator) (UL VNO) licensing. This certification enables Five9 to provide Access Services, National Long Distance, and International Long Distance services in India. The company can now partner with local carriers and Internet Service Providers (ISPs) to offer integrated telephony and network connectivity, facilitating next-generation customer experiences.

Meeting Consumer Expectations

Today's consumers demand seamless and cohesive experiences that deliver value at every touchpoint. With the expanded availability in India, Five9 customers can now utilize a single platform to support various calling regions across the country. They can choose to rely on Five9 as their primary telecommunications provider or utilize their existing local telco service with the Five9 Bring Your Own Carrier (BYOC) solution.

Key Regional Capabilities

The expansion introduces several key capabilities for Five9 customers in India:

1. DOT Certification: The new certification simplifies telephony integrations for calls into, out of, and within India.

2. Telephony and Networking Services: Customers can purchase phone numbers (DIDs and TFN) along with local and long-distance services directly from Five9. This enables efficient routing of voice traffic over Five9’s Agent Connect (Multiprotocol Label Switching, MPLS) or Five9 Direct Connect (International Private Leased Circuit, IPLC).

Leadership Insight

Andy Dignan, COO of Five9, emphasized the importance of this expansion: “Our expanded offering in India is pivotal in supporting global AI-powered customer experience strategies for multi-national enterprises worldwide. By enhancing our data center presence and establishing local carrier partnerships, we are enabling seamless and efficient customer interactions across the region. This expansion underscores our commitment to delivering robust, reliable solutions that drive digital transformation and operational efficiency, ensuring our customers can optimize their CX strategies with speed and reliability.”

The establishment of new data centers and the achievement of DOT licensing mark a significant milestone for Five9 in India. These developments not only enhance Five9's operational capabilities but also provide enterprises with the necessary tools to optimize their customer experience strategies effectively.