Five9 Supercharges Its European Expansion

Charlie Mitchell

The CCaaS vendor enhances its offering across Europe, the Middle East, and Africa

Five9 Latest News
Five9 Supercharges Its European Expansion

Five9 has opened two new data centers in Frankfurt and Amsterdam to support data-driven CCaaS clients across three continents.

Serving those based in Europe, the Middle East, and Africa, the move fuels its international growth and meets the desire for European companies to guarantee data residency.

As a result, Five9 contact centers can develop more mature data strategies that align with the latest AI transformation initiatives while ensuring compliance with evolving regulations.

Building on this point, Panos Kozanian, Five9 EVP of Cloud Operations, said:

The Frankfurt and Amsterdam data centers will help Five9 continue delivering the latest contact center and customer experience innovations to both European customers and multinational companies with a presence in both the US and EMEA.

Kozanian also hopes that expanding the Five9 global data center footprint will provide a critical CCaaS differentiator alongside supporting its international growth, best typified by a recent $40M contract win.

Currently, much of this global business stems from the international offices of US-based customers, as per the 2021 Gartner Magic Quadrant for CCaaS report, which names Five9 a “challenger” in the space.

While the vendor received praise for its stronghold in the Americas, the analyst pinpointed its global footprint as a caution. Indeed, the report states: “Non-U.S. organizations considering Five9 should ensure their multi-region contact center platform rollout aligns with its geographic strategy.”

Yet, this announcement shows that Five9 is turning a corner and supercharging its AI/NLU capabilities, which garnered acclaim from Gartner.

In doing so, the data centers may allow Five9 to exploit the brand awareness it gained during its failed acquisition by Zoom in 2021 and build a more significant geographical footprint.

The vendor will leverage a modern deployment architecture to facilitate this objective, including a mix of public cloud offerings, containerized implementations, and a private telephony cloud. This lays the foundations for reliable, rapid data residency requests and CCaaS deployments.

These deployments may include Five9 Agent Assist, which is soon to be available in Europe, and voicebots powered by its new synthetic voice capability.

 

 


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