Amid a worsening economic backdrop and cost-conscious buyers, CX companies are attempting to offer more solutions under one tech umbrella
Five9 has announced its Service Cloud Voice for Partner Telephony will be available on Salesforce AppExchange.
The new integration gives agents access to core telephony controls blended within the Salesforce Omni-channel widget, as well as the ability to search for previous interactions so agents have full customer context.
“With Service Cloud Voice Partner Telephony, Five9 is building our proven track record of success and leadership to implement, add value, and support innovations with Salesforce,” said Dan Burkland, President, Five9.
The move comes as companies of all industries have been under pressure to consolidate their tech stacks and reduce costs, while maintaining efficiency, in order to weather a potential economic recession.
CEOs from companies like Avaya and Verint have pointed out that buyers are now more interested in partnering with large tech vendors who can provide numerous services under one roof, rather than having to build out tech stacks piece by piece.
“SMBs need to do more with less as they navigate the current macroeconomic environment. They’re looking for ways to consolidate their fragmented tech stack of point solutions,” said HubSpot CEO Yamini Rangan in a recent earnings call.
Sheila McGee-Smith, founder, and principal analyst at McGee-Smith Analytics, said that Five9 is ensuring joint customers can provide connected, personalized service from anywhere on one digital engagement platform.
Salesforce recently trimmed its revenue guidance for the year, citing worsening macroeconomic conditions.