Zoom leaps into Contact Centre with Five9 acquisition
Written by Rob Quickenden, Cisilion’s Chief Technology Officer
After experiencing huge growth, like many Cloud UC vendors, during the COVID-19 pandemic, Zoom has made its first major acquisition by agreeing to buy cloud contact centre Five9 for $14.7 billion.
In the past year, Zoom has been adding more enterprise and home collaboration tools to its services, including new room systems partnerships and office collaboration products, their new cloud phone system, and an all-in-one home communications appliance with the aim to rule the home and enterprise market space.
The acquisition will allow Zoom to expand into the call centre space – a market said to be worth around $24 billion. In the official announcement, Zoom CEO, Eric Yuan said “We are continuously looking for ways to enhance our platform, and the addition of Five9 is a natural fit that will deliver even more value to our customers”.
Zoom feed on twitter
Once the audition completes in early 2022, Five9 will become an operating unit of Zoom, with its chief executive, Rowan Trollope (Ex-Cisco), soon becoming the president of the company.
Who are Five9?
Five9 was founded in 2001 and has around 2,000 customers globally, including major brands like SalesForce and Under Armour. They process in excess of 7 billion minutes of calls annually.
Zoom, like other leading UCaaS vendors, already partner and integrate their solutions with Five9 to add integrated contact and customer experience solutions into its platform. The contact centre business has grown hugely since the start of COVID-19 and with customer habits now becoming the ‘the way of life’, the move to deliver a better online customer experience will now benefit Zoom through these new integrated revenue streams.
It’s a three-legged race in the UCaaS market
According to Gartner, global spending on cloud-based video conferencing technology is forecast to reach $5.5 billion this year, up from $5.0 billion in 2020. Today, Zoom, Microsoft and Cisco are the clear front runners within the space. Cisco and Zoom will now own a slice of the contact centre market directly, while Microsoft continue to leverage the partner eco system to drive options and choice to customers.
Your Next Steps
Cisilion have worked with a multitude of organisations to provide cloud-based collaboration tools. From WebEx to Teams, our clients have experienced a variety of benefits, including cost reductions, improved efficiency, productivity, and a streamlined digital transformation journey as they move from legacy solutions.
Whether you are looking for a collaboration solution via Zoom, Cisco, Microsoft, or a combination and integration of the three, Cisilion are able to support you throughout your journey to using the top UCaaS giants, simplifying the process whilst maximising and optimising to suit your business needs.
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