Welcome to our round-up of the top news in the CX space over the last seven days.
Five9 has set Q2 records for net new bookings and deals with its installed customer base. Its revenue also jumped 32 percent year over year to $189 million – another quarterly record.
Shortly after announcing these figures, Five9’s stock rose by 13 percent.
Rowan Trollope, CEO of Five9, said at the time: “We believe contact centers are mission-critical and arguably become even more critical in a downturn.
Thus, when CFOs [consider] areas to cut back on spending, they will focus on optional spend areas rather than ones where they are able to productively interact with customers, reduce costs and increase revenues.
Trollope also pinpointed Five9’s diverse customer base – across all industry sectors – and its strong retention rates as essential drivers of growth.
RingCentral has released a host of capabilities across its cloud phone system and unified business communications platform.
The new capabilities aim to help customers automate administrative tasks, reduce app switching, and create custom workflows.
The company has also made improvements to its Salesforce and Hubspot integrations to foster productivity among sales teams.
Meanwhile, new phone capabilities include personal call forwarding, Auto-dialler to expedite services and dialling, line seizure for emergency service and more.
Infobip has acquired a VoIP provider Peerless Network to strengthen its global voice offering.
The deal will see Infobip clients venture into the US market, as its voice network now covers 49 states.
Infobip will also provide Peerless Network’s clients with access to its CPaaS platform, enabling them to harness omnichannel capabilities and connect with customers globally.
Silvio Kutić, CEO of Infobip, said at the time: “America is home to many world-leading platform businesses and enterprises, so cementing Infobip’s presence in the U.S. with this deal is a significant milestone,”.
“It confirms our global growth strategy to better help businesses reach their customers on the right channel at the right time to boost reliability and drive sales.”
monday.com has launched the monday sales CRM, a solution designed to centralise customer data and supercharge sales processes.
The new platform includes the following features:
- Sales Automation
- Email Synchronisation
- Email Tracking
- Goal Monitoring
- Post Sales Management
- Sales Recruitment.
The company aims to primarily position its CRM as a “comprehensive database for the entire customer journey.”