San Ramon, CA, USA, Feb, 2020 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced the execution of a definitive agreement to acquire Virtual Observer, formerly known as CSI, a provider of cloud-based Workforce Optimization (WFO), also known as Workforce Engagement Management (WEM), solutions. Virtual Observer has been a Five9 partner for over three years.
As customers move to the cloud, many seek benefits of simpler administration and streamlined data, which come from tighter integration between WFO and contact center infrastructure. With this acquisition, Five9 expands its portfolio to include a cloud-based and integrated WFO offering as a complement to the company’s ongoing strategic partnerships with WFO providers focused on delivering experiences for large enterprises.
"Technology is at its best when it empowers human connection," said Rowan Trollope, Five9 CEO. "To create these memorable moments, contact centers need to empower agents and supervisors to better focus on the customer. The addition of Virtual Observer to the Five9 portfolio strengthens our ability to inspire agents and maximize the quality of customer interactions while reducing costs and maintaining regulatory compliance."
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The acquisition of Virtual Observer will bring WFO experience to Five9 as Virtual Observer’s current workforce will transition to the Five9 team, including existing Virtual Observer CTO, Dan McGrail.
"Key to the power of the contact center is people working with people," said Dan McGrail, current Virtual Observer CTO. "We pride ourselves on our ability to empower agents to deliver a high quality of service and an improved customer experience. We are excited to join the Five9 team as we continue to drive innovative WFO solutions in the contact center."
"With the Virtual Observer acquisition, Five9 has all the pieces in place to provide the WFO customers prefer – tightly integrated with Five9 contact center software or best of breed through partners," said Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics.
The transaction is expected to close prior to the end of Q2 CY2020.
Posted by Veronica Silva Cusi, news correspondent
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Published: Monday, February 24, 2020
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