When customers reach out, service has to work, every time. In moments of need, speed, continuity, and reliability define the experience and shape trust.
We help organizations modernize service with Five9: building cloud contact centres that handle high‑volume, real‑time interactions across voice and digital channels. We help organizations migrate, stabilize, and scale service operations, ensuring consistent delivery today while creating a strong foundation for future AI‑enabled service.
We are Customer Driven: designing service operations around how customers engage and ensuring reliable, consistent execution at scale especially in complex, real‑world environments.
Why Five9 + Deloitte Digital
Customers don’t experience “contact centres”, they experience moments of need. And they expect those moments to be easy, connected, and human.
Five9 provides the cloud contact centre execution layer required to handle high‑volume, real‑time service interactions: powering voice, digital channels and AI‑enabled routing. Deloitte Digital connects Five9 to customer insight, service strategy, operating models, and workforce design, helping organizations move from legacy environments to modern, customer‑led service operations.
Together, we help organizations turn customer expectations into consistent service delivery and cloud technology into measurable service outcomes.
Five9 becomes the cloud contact centre execution layer within a broader service ecosystem integrating with CRM, AI, and experience platforms to deliver consistent service outcomes at scale.
WHAT MAKES OUR FIVE9 ALLIANCE DIFFERENT
Operating cloud contact centres in real‑world environments
We bring deep experience applying Five9 across complex service environments, supporting large agent populations, regulatory constraints, and high customer demand.
Operating cloud contact centres in real‑world environments
We bring deep experience applying Five9 across complex service environments, supporting large agent populations, regulatory constraints, and high customer demand.
Customer‑first CCaaS transformation, not technology replacement
We help organizations modernize contact centres without disrupting the customer experience.
Service improvements are designed around customer journeys, not internal systems.
Customer‑first CCaaS transformation, not technology replacement
We help organizations modernize contact centres without disrupting the customer experience.
Service improvements are designed around customer journeys, not internal systems.
Modernizing without operational disruption
We help organizations transition from legacy environments to cloud contact centres without disrupting customer experience or day‑to‑day operations, ensuring continuity, stability, and trust throughout the transformation.
Modernizing without operational disruption
We help organizations transition from legacy environments to cloud contact centres without disrupting customer experience or day‑to‑day operations, ensuring continuity, stability, and trust throughout the transformation.
Built for reliability, compliance, and growth
We design Five9 environments that support continuity of service, and future channel expansion, so service can evolve as customer expectations change.
Built for reliability, compliance, and growth
We design Five9 environments that support continuity of service, and future channel expansion, so service can evolve as customer expectations change.
Connecting customer and agent experience
Consistent service depends on empowered agents.
We connect customer journeys with agent desktops, workforce optimization, and talent strategies, enabling adoption, productivity, and sustained performance.
Connecting customer and agent experience
Consistent service depends on empowered agents.
We connect customer journeys with agent desktops, workforce optimization, and talent strategies, enabling adoption, productivity, and sustained performance.
OUR IMPACT
Delivering cloud contact centres in complex Canadian environments
01
Challenge
01
Challenge
Organizations facing rising customer demand, aging contact centre infrastructure, and pressure to modernize service without disrupting customer experience.
02
Approach
02
Approach
Applied Five9 to redesign contact centre operations: migrating legacy platforms to cloud CCaaS, integrating digital channels, enabling secure payments, and aligning service operating models and workforce practices.
03
Outcome
03
Outcome
Faster resolution across voice and digital channels
Improved service consistency and customer experience
Increased agent productivity and workforce insight
A scalable foundation for AI‑enabled service evolution
SELECTED CANADIAN ENGAGEMENTS
Large Canadian telecommunications provider:
Migration of ~450 agents across six contact centres to the Five9 platform (voice, chat, email, secure pay capabilities and Salesforce desktop integration) and Verint suite (Workforce Management, Quality Management, Performance Management, and Speech Analytics).
Provincial Workers Compensation Board:
Migration of ~500 agents across four contact centres to the Five9 platform (voice, chat, email, secure pay capabilities and MS Team integration) and Verint suite (Workforce Management, Quality Management, and Speech Analytics).
Provincial Auto Insurance Provider:
Migration of ~600 agents across more than 10 contact centres to the Five9 platform (voice, chat, email, and MS Team integration) and Verint suite (Workforce Management, Quality Management, Performance Management and Speech Analytics).
COMMUNITY, INSIGHTS & THOUGHT LEADERSHIP
We bring clients, Five9 leaders, and practitioners together to share lessons learned, test new approaches, and advance modern cloud contact centre delivery.
- Thought leadership on the Future of Service and CCaaS modernization
- Canadian experience delivering Five9 across regulated and public‑sector environments
- Global Five9 alliance insight adapted for local service realities
RECOGNITION
Deloitte Digital brings deep service transformation expertise, proven CCaaS delivery capability, and global Five9 alliance experience: supporting organizations in building modern, reliable, customer‑centric contact centres at scale.
Our work with Five9 has been recognized through multiple System Integrator (SI) awards, reflecting Deloitte Digital’s ability to deliver complex, high‑impact service transformations across industries, including recognition as SI Partner of the Year, Global Partner of the Year, and Canada Partner of the Year.
Modernize service customers trust, turn Five9 into a scalable cloud contact centre with Deloitte Digital.