Gartner Report published: October 17, 2018
Five9 is a placed in the Leaders quadrant, based in part on its strong market presence and an offering vision that resonates with many Gartner clients. Consider Five9 for multichannel CCaaS, particularly for small, midsize and large environments, and those needing inbound, outbound and blended functionality.
Five9, based in San Ramon, California, U.S., is an application specialist. It offers its multi-tenant Virtual Contact Center (VCC) solution on its own cloud platform. The company has historically focused on the small and midsize contact center market, but continues to gain traction in larger accounts. Five9 offers services from data centers in the Netherlands, the U.K. and the U.S. (three). VCC supports pre-built integrations with Microsoft (Dynamics), NetSuite, Oracle (Service Cloud), Salesforce (including Salesforce Desk.com), ServiceNow, Velocify, Zendesk and Zoho. It also supports an open, REST-based API to integrate with a variety of other systems. Five9 began offering CCaaS in 2003.
Five9 has a reputation for providing a high-touch white-glove service for deployments and ongoing support for clients of various sizes.
Five9 uses its native natural language understanding engine to augment its customer journey analytics. These deliver real-time insights and context to predict customers’ behavior and recommend next-best actions. VCC supports deep integration with Salesforce CRM systems. Five9 has a strong partnership with Salesforce’s development and marketing teams, and a close working relationship withmany Salesforce channel partners.