Five9 Inc. (Five9), incorporated on March 13, 2001, is a provider of cloud software for contact centers. The Company's purpose-built Virtual Contact Center (VCC) cloud platform delivers a suite of applications that enable the breadth of contact center-related customer service, sales and marketing functions. The Company's solution, which consists of its VCC cloud platform and applications, allows simultaneous management and optimization of customer interactions across voice, chat, e-mail, Web, social media and mobile channels, either directly or through its application programming interfaces (APIs). The Company's VCC cloud platform matches each customer interaction with an appropriate agent resource and delivers relevant customer data to the agent in real-time through integrations with adjacent enterprise applications, such as customer relationship management (CRM) software, to optimize the customer experience and agent productivity.
The Company provides its solution through a SaaS (software-as-a-service) business model with recurring subscriptions based primarily on the number of agent seats and minutes of usage of solution, as well as the specific functionalities and applications its clients deploy. The Company's solution enables its clients to deploy agent seats in any geographic location with a computer, headset and broadband Internet connection, and adjust the number of contact center agent seats in response to changing business requirements. The Company helps organizations to handle their inbound customer engagement through its VCC cloud platform. Its platform includes a full-featured interactive voice response (IVR) system that allows clients to provide a self-service capability and to automatically determine the customer intent and identify the type of resource to handle the customer enquiry.
The Company delivers a cloud software solution for contact centers. Its solution enables consumers to engage through voice, video, Website, mobile, chat, e-mail, click-to-call, callback, social and messaging. Its agent interface, built on HTML5, is an intuitive browser-based design providing visualization of customer profile, context and cross channel history. Its Freedom platform provides a micro services-based open enterprise architecture built with representational state transfer, or REST, API's and software development kits, or SDKs, enabling customers, partners and developers to deliver solutions that bridge the context gap between their systems. It provides high voice quality with its Agent Connect service and its call-by-call carrier optimization routing. Its Web analytics capabilities enable businesses to see what visitors are doing live on their Website, in a mobile application, or in interactions with their agents. It provides customer journey analytics and lifetime journey mapping with full insight across all channels and enables enterprises to address online presence for both buying and care use cases. Its complete end-to-end capabilities include computer-telephony integration, or CTI, IVR, visual IVR, automatic contact distribution, or ACD, with skills-based routing, reporting, agent and supervisor desktop, dialer, mobile applications for contact center and customer, pre-built CRM integrations, quality management, speech and desktop analytics, customer surveys and workforce management. It offers a complete solution for outbound sales and marketing campaigns, including multiple automated dialing options. It offers a range of outbound dialer modes, including its predictive dialer capability. It also provides campaign management tools, such as list management, dialer rules and agent scripting. In addition, the Company provides the Telephone Consumer Protection Act (TCPA) manual touch mode option that provides tools to outbound clients to ensure that they are able to comply with the TCPA regulations.
The Company provides real-time supervisor tools to monitor and manage agent performance and call flows. In addition, the Company provides a suite of configurable management reports to enable its clients to manage the end-to-end performance of the contact center operations. The Company's clients can access its VCC cloud platform in over five ways: agent desktop, CRM integrations, supervisor, administrator, and reporting and analytics. Agent Desktop serves as the unified environment for contact center agents. Agents are provided with a desktop that allows agents to switch between channels. For clients preferring the agents or sales representatives work within the CRM desktop, Five9 offers pre-built integrations with providers of CRM systems. Its solution provides softphone and telephony capabilities within the CRM desktop, and routes each customer interaction to an appropriate agent resource. It provides supervisors with tools to optimize the contact center and ensure quality in customer interactions. These tools provide visibility into call routing, queues, service level agreements (SLAs), workflow management, utilization, campaign statistics and agent productivity.
The Company provides administrators with a set of integrated tools to configure agent skills (such as language, domain expertise, and channels to service), determine interaction routing strategies, specify IVR scripts and manage the contact center operation. Its real-time and historical reports provide statistics and key performance indicators to allow executives and supervisors to monitor the contact center manage reaction time to interaction volume and manage agents. It provides approximately 150 standard reports with multiple views and drill-downs into individual inbound calls and multichannel interaction metrics, customer interaction outcomes, and outbound sales and marketing program metrics. Its reporting platform also enables clients to build customized reports and reporting schedules.
The Company's Outbound Contact Center application enables its clients to manage the efficiency and productivity of outbound contact center agents. It provides both inbound and outbound capabilities on a single platform to unify contact center operations and enable end-to-end customer engagement through its Blended Contact Center. Its multichannel applications are powered by a set of technologies, Five9 Connect. These technologies include a Natural Language Processing (NLP), which is an engine that filters and categorizes interactions, eliminate spam and determine sentiment. Based on clients' set of business policies and needs, its solution provides productive multichannel engagement by offering agents sentiment analysis, clustering, trending topics and relevance. In addition, Five9 Connect powers agent assistance tools to help agents resolve issues.
The Company's Five9 Social applies contact center customer service and sales practices to social channels. Its Five9 Social solution routes, tracks and reports on agent performance in responding to social media posts. Its Five9 Chat allows live consumer-to-agent chat from mobile or Web devices, which gives agents the ability to respond, record and manage multiple chat interactions. Its Five9 Email makes e-mail is an e-mail routing capability that filters and routes e-mail requests. The Company's Five9 Visual IVR is a visual IVR application that provides mobile customer care for customers. It allows clients to develop an IVR script once and deploy it on multiple touchpoints, including mobile devices and Websites.
The Company competes with Avaya Inc., Cisco Systems, Inc., Aspect Software, Inc., Genesys Telecommunications Laboratories, Inc., NICE Ltd. and Seranova.
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The company trades on NASDAQ exchange. The company headquarter is located in California, CA. The company was established in the 2001.| Ticker | FIVN |
| Long Name | Five9, Inc. |
| Short Name | Five9 |