Five9 has been recognised by Frost and Sullivan as a Growth and Innovation leader in the North American Enterprise Cloud Contact Centre Market, 2021.
A leading provider of cloud contact centre software, Five9’s focus on developing enterprise-class platform capabilities and its AI-infused solutions were placed it high on the Radar Innovation scale.
Nancy Jamison, Industry Director, ICT at Frost & Sullivan, said: “Since 2019, Five9 offers expanded scalability to support thousands of agents on a single-tenant domain.
“Through talent investment and acquisition, the company has gained new functionalities to enable its continued growth and has invested heavily in the area of AI technologies, becoming a top performer in the market.”
Genefa Murphy, Chief Marketing Officer at Five9, added: “We are honoured to be recognised by Frost & Sullivan as a growth and innovation leader in the North American Enterprise Cloud Contact Centre Market.
“This award also serves as encouragement to our team as we continue to innovate and deliver leading-edge services and solutions, helping enterprises manage and optimise all aspects of the customer experience in this evolving business climate.”
The mature North American CaaS market is expected to grow from $2.1 billion to $4.1 billion by 2026, with the expansion of hybrid cloud offerings and the alleviation of many data security and scalability concerns about cloud deployments having led to an increase in the large enterprise portion of the market shifting toward full cloud models.
Add in remote work mandates due to COVID-19 and there has been a vast migration acceleration, opening the door for enterprise-class providers to grow share even further.
In particular, Enterprise Cloud Contact Centre (ECCC) providers need to provide robust outbound solutions that adhere to regulatory compliance requirements, omni-channel service, and streamlined migration paths. In catering to these requirements, the ECCC provider must be equipped with emerging technology and advanced tools to introduce reimagined contact centre platforms with next-generation development tools and omnichannel workflows.
Five9 is poised for high growth thanks to its:
- Intelligent Cloud Contact Centre: A multitenant, multi-cloud CCaaS solution that incorporates functionality to foster AI-infused digital transformation.
- Workflow Automation: Permitting connection to other systems and aggregation of data in real time, visualisation of information across Five9 and other systems, and reaction to events in real time with intelligent workflows
- Agent Assist: This can significantly cut down on agent work time and increase workforce engagement management
- VoiceStream: A next-gen recording platform that is a modern, cloud-to-cloud, real-time media streaming application performance interface
- Best-in-class professional services delivery: This will go live in as little as 30 days (for smaller businesses and commercial accounts)
