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Frost & Sullivan Recognizes Five9 as a Growth and Innovation Leader in the N.A. Enterprise Cloud Contact Center #contactcenterworld The mature North American Contact Center as a Service (CaaS) market is expected to grow from $2.1 billion to $4.1 billion by 2026. In recent years, the expansion of hybrid cloud offerings and the alleviation of many data security and scalability concerns about cloud deployments have led to an increase in the large enterprise portion of the market shifting toward full cloud models. Remote work mandates due to COVID-19 have accelerated this migration, opening the door for enterprise-class providers to grow share even further. In particular, Enterprise Cloud Contact Center (ECCC) providers need to provide robust outbound solutions that adhere to regulatory compliance requirements, omnichannel 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 center platforms with next-generation development tools and omnichannel workflows. "Since 2019, Five9 offers expanded scalability to support thousands of agents on a single-tenant domain," explained Nancy Jamison, Industry Director, ICT at Frost & Sullivan. "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." "We are honored to be recognized by Frost & Sullivan as a growth and innovation leader in the North American Enterprise Cloud Contact Center Market," said Genefa Murphy, Chief Marketing Officer at Five9. "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 optimize all aspects of the customer experience in this evolving business climate." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, June 29, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |