Five9 Goes Global in Contact Center Market with Summer ’17 Release

By Jim Lundy

(Aragon Research) – Five9 announced its Summer 2017 Cloud Release on July 12th, 2017, and with it a number of new capabilities that prepare it for a larger role in the enterprise. While many might view some of the capabilities as infrastructure, the fact remains that delivering a robust Communications and Contact Center capability on a Global basis remains a challenge for many larger providers. This blog highlights the shifts we see coming from Five9 as a result of its new release.

Delivering a Global Cloud Contact Center

Today, Communications is often a hemisphere type of conversation. Five9 is now capable of delivering its Voice Service around the world due its new Regional Pops.  Global Voice, when combined with Global Routing, means that the right agents can be added to a call quickly and easily. Multi-language support also means that Five9 is ready to play the large enterprise game. These new Five9 global capabilities, along with quality, reliability and Cloud Scalability, means that existing On-Premise Contact Center providers are put on notice.

Five9 Doubles Down on Cloud

Five9 is also innovating by leveraging continuous delivery of new features. MicroServices capabilities, Salesforce Lightning Support, and more partner Integrations (e.g. Verint and Calabrio) are just some of the capabilities in the Summer 2017 Release. Most significantly is the promised capability of being able to be deployed in Public Cloud environments, including Amazon AWS, Microsoft Azure, and others.

The Race to Innovate in Contact Center

While others look at Contact Center differently based on whether it is on-premise or Cloud, Aragon feels that it is more about the pace of Innovation. Cloud Providers such as Five9 are capable of moving faster, in part due to an Agile Development approach, which translates into more releases for customers more often. No matter what industry, it’s hard for legacy On-Premise Providers to keep up with the speed and agility of a Cloud Platform.

Five9 is one of the fastest growing Contact Center providers and with this release, it should be well positioned for larger enterprise deals. Enterprises need to keep a close eye on Innovation—Aragon feels that Cloud-based Integration and new feature Innovation will force even more consolidation in the Contact Center market.