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Summary

Five9 announced on August 17 its Summer Release 2016, enhancing the company’s multitenant, cloud-based Virtual Contact Center (VCC) platform by enabling businesses to deliver a more personalized and proactive omnichannel experience to the digital consumer. The release solidifies Five9’s position as a serious contender for more complex and larger omnichannel customer service environments.

Five9 continues growth by meeting customer expectations and building brand loyalty

Five9 was one of the early providers of multi-tenant cloud contact center solutions, having joined the market more than 13 years ago. Today it is a publicly traded company with a revenue run rate exceeding $150m annually and a client base of more than 2,100 customers using its platform. Long regarded as a company focused on the lower end of the marketplace – contact centers with fewer than 100 agents – Five9 has been moving upstream, and as a result of a series of impressive feature/function releases is now a serious contender for customer service environments of all sizes and complexity.

The Summer Release 2016 announcement offers a comprehensive omnichannel experience, providing enhanced customer journey analytics, proactive engagement functionality, and personalized customer service capabilities to meet the demands of today’s more digitally oriented customers. The release allows the enterprise to seamlessly engage with its customers across all channels (voice, web chat, email, video, and social media) via landline and mobile endpoints, allowing customers to move between channels quickly and easily. This is done while enabling agents to anticipate customer needs and provide a more proactive, personalized level of service.

The addition of Five9 customer journey analytics and lifetime journey visualization allows agents to accurately track customer movements from channel to channel while ensuring that their interaction context and history moves with them. This enables agents to better understand customer behaviors, patterns, preferences, and needs and offer quick and meaningful customer service by providing next-best actions along the way. Five9 proactive engagement transitions customer care from a reactive to a proactive process by combining analytics and context in real time to enable the enterprise to predict customer engagement patterns, guiding agents to provide an optimal customer service experience.

The resulting personalized and proactive customer engagement experience provided by the latest Five9 VCC solution gets the customer service world as close as it has come to meeting the high expectations of today’s most demanding customers while continuing to build Five9 brand loyalty with enterprises and end users alike. Five9 continues to keep pace with the rapidly changing customer interaction business, which keeps the company positioned to capture an increasingly larger piece of the customer service marketplace. With its latest VCC upgrade, Five9 clearly continues to move upmarket in sales potential in terms of both capabilities and enterprise size.

Appendix

Further reading

"SWOT Assessment: Five9 Virtual Contact Center,” IT0020-000143 (August 2015)

Author

Ken Landoline, Principal Analyst, Customer Engagement

ken.landoline@ovum.com

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