#contactcenterworld, @Five9, @Frost_Sullivan
Santa Clara, CA, USA, June, 2021 -- Frost & Sullivan has identified Five9 as a Growth and Innovation leader in the Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021. A provider of cloud contact center software, Five9's focus on developing enterprise-class platform capabilities and its artificial intelligence (AI)-infused solutions that help facilitate digital transformation for its customers have placed it high on the Radar Innovation scale.
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.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
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."
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.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Tuesday, June 29, 2021
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.