A Strategic Analysis of
Five9
BUS 477N-112
Fall 2014
Five9 is an innovator and leading supplier of cloud contact center software. The company’s highly accessible and secure Virtual Contact Center (VCC) cloud platform delivers an inclusive set of easy-to-use applications that enables both simultaneous management and the augmentation of consumer interaction across email, social media, web, voice, and mobile channels through application programming. This strategic analysis was produced with the purpose of thoroughly exploring the cloud contact center as an industry, classifying and analyzing both external and internal opportunities and threats, and establishing where the company stands in relation to their key competitors.
This …show more content…
Five9 creates call center software, which is used by companies across multiple industries such as finance, sales & marketing, telecommunications, and telemarketing. Five9’s headquarters are based in San Ramon, California; the firm also has a technical support office in the Philippines, as well as a software development location in Russia. Currently, the company has 630 employees, spread across technology and operations, research and development, sales and marketing, and 79 in general and administrative. Five9’s key goal is to achieve cloud penetration among call centers that are still using legacy (hardware based) systems. To do so, Five9 offers products such as inbound/outbound management, seamless multichannel communication, workforce optimization, and cloud integration. The success of their services, products, and 12 years of experience earned them 3 Billion interactions among their 2,000+ customers worldwide. Five9’s uses a Virtual Contact Center (VCC) platform in their solution, provided through a Software as a Service (SaaS) business model. Within their VCC, Five9 includes ACD, IVR, and …show more content…
2003 brought the first release of the Five9 VCC. Over time, Five9 grew, allowing for its expansion into Southeast Asia. 2006 was a monumental year for the company as they first unveiled their inbound/outbound blend, released their CRM integration, and expanded into Russia. As time progressed, the services and capabilities of Five9 grew. In 2008, Mike Burkland joined the company as CEO, a position he still holds to this day. To adapt to the growing demand for cloud services, 2009 brought the release of service and support organizations, including speech recognition in 2010. 2010 also brought Five9 University, which was a unique VCC training and certification program. Five9 was one of the pioneers regarding this training program; no other customer contact software provider was providing this type of training at the time. The years 2010 through 2012 brought public praise for the company, praising it for its rapid growth; both Deloitte and Inc. Magazine published article discussing the speed of growth. In 2012, Five9 moved to its current location in San Ramon, which is located near both San Francisco and the Silicon Valley. In 2014, Five9 went public on NASDAQ with the ticker FIVN, raising $70
Five9
BUS 477N-112
Fall 2014
Five9 is an innovator and leading supplier of cloud contact center software. The company’s highly accessible and secure Virtual Contact Center (VCC) cloud platform delivers an inclusive set of easy-to-use applications that enables both simultaneous management and the augmentation of consumer interaction across email, social media, web, voice, and mobile channels through application programming. This strategic analysis was produced with the purpose of thoroughly exploring the cloud contact center as an industry, classifying and analyzing both external and internal opportunities and threats, and establishing where the company stands in relation to their key competitors.
This …show more content…
Five9 creates call center software, which is used by companies across multiple industries such as finance, sales & marketing, telecommunications, and telemarketing. Five9’s headquarters are based in San Ramon, California; the firm also has a technical support office in the Philippines, as well as a software development location in Russia. Currently, the company has 630 employees, spread across technology and operations, research and development, sales and marketing, and 79 in general and administrative. Five9’s key goal is to achieve cloud penetration among call centers that are still using legacy (hardware based) systems. To do so, Five9 offers products such as inbound/outbound management, seamless multichannel communication, workforce optimization, and cloud integration. The success of their services, products, and 12 years of experience earned them 3 Billion interactions among their 2,000+ customers worldwide. Five9’s uses a Virtual Contact Center (VCC) platform in their solution, provided through a Software as a Service (SaaS) business model. Within their VCC, Five9 includes ACD, IVR, and …show more content…
2003 brought the first release of the Five9 VCC. Over time, Five9 grew, allowing for its expansion into Southeast Asia. 2006 was a monumental year for the company as they first unveiled their inbound/outbound blend, released their CRM integration, and expanded into Russia. As time progressed, the services and capabilities of Five9 grew. In 2008, Mike Burkland joined the company as CEO, a position he still holds to this day. To adapt to the growing demand for cloud services, 2009 brought the release of service and support organizations, including speech recognition in 2010. 2010 also brought Five9 University, which was a unique VCC training and certification program. Five9 was one of the pioneers regarding this training program; no other customer contact software provider was providing this type of training at the time. The years 2010 through 2012 brought public praise for the company, praising it for its rapid growth; both Deloitte and Inc. Magazine published article discussing the speed of growth. In 2012, Five9 moved to its current location in San Ramon, which is located near both San Francisco and the Silicon Valley. In 2014, Five9 went public on NASDAQ with the ticker FIVN, raising $70