Five9

Table of Contents

  1. Description
  2. Social handles and URLs
  3. Key Features 
  4. Brief history
  5. Executive team
  6. Competitors
  7. References

Description

Five9 is an intelligent cloud contact center platform that helps businesses manage and optimize their customer interactions across various channels, including voice, email, chat, social media, and more. Its key differentiators include a strong emphasis on practical AI and automation to enhance agent productivity and customer experience, as well as its established position as a pioneer in the cloud contact center as a service (CCaaS) market.

Official website: https://www.five9.com

Five9 on The Agile Brand Guide List

Back to Top

Social handles and URLs

Back to Top

Key Features 

  • Omnichannel Customer Engagement: Manages and routes customer interactions from voice, web chat, email, social media, SMS, and video into a unified agent queue.
  • Inbound and Outbound Dialers: Includes an advanced Automatic Call Distributor (ACD) for inbound calls and multiple outbound dialer modes (predictive, power, progressive, and preview) for sales and marketing campaigns.
  • Artificial Intelligence (AI) and Automation: Features include Five9 Intelligent Virtual Agent (IVA) for self-service, Agent Assist for real-time guidance, and workflow automation to streamline processes.
  • Workforce Optimization (WFO): Provides integrated tools for workforce management (WFM), quality management, performance management, and interaction analytics to improve agent performance and efficiency.
  • Analytics and Reporting: Offers historical and real-time dashboards, custom reporting, and speech and text analytics to derive insights from customer interactions.
  • CRM and UCaaS Integrations: Provides pre-built integrations with leading CRM platforms (Salesforce, Zendesk, Microsoft, Oracle, etc.) and Unified Communications systems to create a unified desktop for agents.
Back to Top

Brief history

Five9 was founded in 2001 in San Ramon, California, by Andrew Silver, Tim Mclain, Sergiy Sayenko, and Igor Berezansky. The company was an early pioneer of delivering contact center solutions entirely through the cloud, challenging the legacy on-premises systems that dominated the market. This cloud-native approach allowed for greater flexibility, scalability, and a lower total cost of ownership for its clients.

The company went public with an IPO on April 4, 2014, trading on the NASDAQ under the symbol FIVN. Over the years, Five9 has grown by expanding its feature set, particularly in AI and automation, through both in-house development and strategic acquisitions, such as Inference Solutions for its IVA technology and Virtual Observer for WFO capabilities. In 2021, a high-profile acquisition by Zoom was announced but was later mutually terminated by both companies.

Back to Top

Executive team

  • Mike Burkland: Chairman & Chief Executive Officer
  • Dan Burkland: President & Chief Revenue Officer
  • Barry Zwarenstein: Chief Financial Officer
  • Panos Kozanian: EVP, Chief Product & Technology Officer
  • Callan Schebella: EVP, Engineering & Operations
  • Kimberly Lytikainen: EVP, General Counsel, Chief Compliance Officer & Corporate Secretary
  • Niki Hall: Chief Marketing Officer
Back to Top

Competitors

  • Genesys: A major competitor offering a comprehensive cloud-based customer experience platform with a strong global presence.
  • NICE: A leader in the CCaaS market, particularly known for its robust WFO suite and analytics capabilities through its CXone platform.
  • Talkdesk: A cloud-native contact center platform known for its ease of use, rapid innovation, and app ecosystem.
  • Amazon Connect: Amazon Web Services’ (AWS) cloud contact center solution, which leverages the power of the AWS ecosystem and offers a pay-as-you-go pricing model.
  • Twilio: Offers a highly customizable communications platform-as-a-service (CPaaS) with its Twilio Flex product, appealing to developers and businesses needing deep customization.
  • Cisco: Provides the Webex Contact Center, integrating with its broader suite of collaboration and networking tools.
Back to Top

References

Back to Top

Was this helpful?

Previous

Contact Center as a Service (CCaaS)

Next

Interactive Voice Response (IVR)