Zoom Acquires Major Cloud Call Center Software Company

With the rise of the hybrid work model in mind, Zoom wants to maintain the leadership achieved throughout the pandemic, for which it is currently acquiring cloud-based call center software provider Five9 for a not inconsiderable sum of $ 14.7 billion, the highest figure ever offered by Zoom in its acquisitions.

Founded in 2001, Five9 opted to revolutionize the world of call-centers by taking them from the traditional model to the capabilities of the cloud, currently having more than 2000 clients around the world, allowing it to offer multi-channel customer service capabilities, supporting both traditional channels and new means of communication, such as social networks, messaging services, etc.

To Eric Yuan, CEO of Zoom:

We continually look for ways to improve our platform, and the addition of Five9 is a natural fit that will bring even more happiness and value to our customers.

It so happens that Zoom and Five9 have been collaborating for more than two years to promote the use of ZoomPhone phones, physical phones with a screen designed for the productivity work both in the office and at home.

Additionally, Eric Yuan, CEO of Zoom, and Rowan Trollope, still CEO of Five9, are old acquaintances since they worked together in their time at Cisco. For Yuan, the agreement will allow the addition of new commercial customers to Zoom’s customer base, leaving Five9 as “complementary” to its Zoom Phone cloud system.

In this regard, Five9 will remain as an operating unit within Zoom, where Rowan Trollope will go from being the CEO of Five9, as we have indicated, to being the president of Zoom once the operation is completed.

Five9, like Zoom, has also benefited from the pandemic situation, having seen a significant increase in its profits from the beginning of the pandemic to the current date of up to 45%, reaching 138 million dollars.

It goes without saying that Five9 is a company that has focused solely on business customers, hence it has not been known to the general public, so once the operation is complete, you will be able to gain more visibility as part of Zoom.

In this way, Zoom is better prepared for a scenario in which workers, at least part of them, are returning to their usual work locations.

More information: Official announcement

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Lenny Li

I started to play with tech since middle school. Smart phones, laptops and gadgets are all about my life. Besides, I am also a big fan of Star War. May the force be with you!

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