Posted on Tuesday, Sep 1st 2020
The current conditions are turning out to be very favorable for cloud-based contact center companies like Five9 (Nasdaq: FIVN).
Organizations are investing in digital transformation to manage workforce remotely and are recognizing the critical nature of business continuity plans for their contact centers. They are accepting that cloud solutions can meet this need better than on-premises solutions. Additionally, contact center agents are no longer just support desks but are moving to the forefront of the customer experience. Traditional brick-and-mortar jobs such as retail sales are also migrating to contact center delivery models as organizations see this as an opportunity to diversify geographical presence, and to access a wider talent pool. Five9’s Financials
For the second quarter, Five9’s revenues grew 29% to $99.8 million, ahead of the market’s forecast of $90.93 million. EPS came in at $0.21 per share, ahead of the market’s forecast of $0.15 per share.
For the third quarter, Five9 expects revenues of $100.5-$101.5 million with an EPS of $0.17-$0.18. The market was looking for revenues of $94.03 million for the quarter with an EPS of $0.18.
Five9’s Growth Focus
Five9 continues to drive growth by upgrading its product offering. Its latest summer release has added several new features that include improvements in Global Voice capabilities, digital channel support capabilities, integration into an omni-channel agent console, supervisor interface, along with CRM, workforce optimization, and reporting integrations. These upgrades allow organizations to be closer to their customers.
Next, it announced new package workflow automation applications that are powered by Whendu, its no-code platform. These packages provide improved operational dashboards and emphasize proactive communication through digital channels. Within AI, its Interactive Voice Assistant (IVA) is now able to leverage conversational AI to automate manual tasks and answer common questions in the contact center. IVA provides a natural conversational response to customer inquiries quickly and efficiently, resolving common issues.
I rank Five9 among
my list of PaaS potentials as it has started to engage in building an active PaaS strategy. Five9’s PaaS Strategy: Platform or API
Five9 has been strengthening its CRM and partner integrations and is making its platform increasingly open through enhanced APIs and SDKs. Last year, it launched an App Marketplace to enable organizations to leverage its platform.
Five9’s PaaS Strategy: Developer Community
Five9 has more than 80 partners within its ecosystem. Its ISV ecosystem
showcases its partner integrations and provides additional tools in over 10 categories such as providing customers with access to services ranging from AI-support, CRM, unified communications, workforce optimization, and messaging.
In November last year, it had
announced the acquisition of Whendu’s iPaaS platform. Whendu’s platform was built for the contact center industry and helped accelerate the migration of the contact center to the cloud by simplifying the process of integration of existing environment to the cloud. It is a no-code, visual application workflow tool with more than 50 out-of-the box application connectors that are ready to use for the contact centers. These integrations create real-time streams of data, which can be aggregated to build real-time automatic and responsive workflows. Five9’s PaaS Strategy: Marketplace and Metrics
Five9 does not share metrics about its apps or developers. It would be interesting to get more insight into more metrics such as how many apps they have, how many developers are developing apps on their platform, how do the developers make money, etc.
Five9’s stock is currently trading at $126.15 with a market capitalization of $8.2 billion. It touched a 52-week high of $131.98 earlier last month. It has recovered from the 52-week low of $50.73 that it had fallen to in October last year.
janeb13 / Pixabay This segment is a part in the series : Cloud Stocks . Smartsheet Acquiring Bootstrapped Startups to Drive Growth . Bootstrapped Unicorn Atlassian is Acquiring Capital Efficient Startups . Netflix Price Hike Ruffles Competition . How Will Carbon Black Differentiate? . ServiceNow Grows Through Addition of Capital-Efficient Startups . Zendesk and Freshworks Follow Different Acquisition Strategies . Tableau Grows Through Small Acquisitions . Open Platform Strategy Stands Intuit in Good Stead . Will GoDaddy Follow the PaaS Route? . Adobe Delivers Via PaaS More »» . A Look at Oracle’s 2018 M&A Activity . What Apps Will Drive More Traction for Cloudera? . Slack's App Focus Will Be Key to Post-IPO Success . IBM Counts on its Cloud and Platform for the Turnaround . Atlassian Acquires From its PaaS Marketplace . What Should SAP Acquire to Triple its Value by 2023? . Expect ServiceNow to Acquire From App Marketplace . Should Alarm.com Follow a PaaS Strategy? . 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Proofpoint Targets Insider Threats Through Acquisition . RingCentral's Powerful Partner Strategy Would Augment with PaaS . Qualys Counts on Google and Microsoft for Growth . Shopify Soars on Improved Merchant Offerings . HubSpot Believes in the Importance of PaaS . BlackLine Remains Focused on SAP Integration . Recently Public Cloudflare has New Edge . GoDaddy is on a Shopping Spree . Intuit Targets Online User Base Through Acquisition . Should Palo Alto Networks Acquire ZScaler? . Why Salesforce Buying Vlocity Proves the Growing Importance of PaaS . Datadog Performing Well Post Recent IPO . Workday Should Open Up About its PaaS Success . Anaplan Focuses on API Connectors for its Platform . Veeva . Five9 Strengthens its PaaS Focus . RealPage Brings AI and SaaS to Real Estate . Splunk Should Open up About its PaaS Metrics . Okta Benefiting from App Diversity . Oracle Sees Growth Momentum . Xero Focuses on a PaaS Strategy . DocuSign Resilient to COVID-19 . Smartsheet Looking up to Enterprise Customers for Growth . Paylocity Delivers Solid Results . Q2 Holdings Expands TAM with Acquisitions . New Relic Focuses on PaaS . AppFolio Leverages AI for Product Enhancement . Will Adobe Open Up About its PaaS Statistics? . Change Healthcare Pushes APIs . Dropbox Needs to Share API Metrics . Upwork Improves Monetization . MongoDB has Miles to go . Nutanix Needs to Define a PaaS Strategy . Cloudera Focuses on Hybrid Cloud . Atlassian Gears Up for Growth, Unfazed by Covid-19 . Shopify Helps Merchants Pivot to Online Stores . ServiceNow Steady in Turbulent Seas . RingCentral Sees Strong Traction . Twilio Hits 52-Week High Amidst COVID Crisis . HubSpot Lowers Outlook Amidst Virus Concerns . Proofpoint Acquiring Even Amidst Crisis . BlackLine Looks Solid In The Face of Covid-19 . GoDaddy Continues to Acquire . Qualys Expands Cloud Offerings to Soar to New Highs . Zendesk Struggling Amidst the Downturn . Alteryx Bounces Back Despite Low Outlook . Palo Alto Networks Continues to Acquire . Workday Extends its PaaS Strategy . Splunk Rides High on Cloud Initiatives . Salesforce Partners with Workday to Address the New Normal . Veeva Scales New Highs . Is Smartsheet’s Pullback a Buying Opportunity? . MongoDB Soars Even in the Crisis . Okta Reiterates Outlook . Is Anaplan a Prospect for Oracle, SAP? . Oracle Relies on Autonomous Offerings . Adobe Shifts its Focus . Paycom Confident Under Current Conditions . DocuSign Soars to Record Highs . Paylocity Acquires Amid Crisis . Datadog's Integrations and Upgrades Help it Soar . AppFolio Improves Offerings for Current Conditions . SurveyMonkey Should Get Into PaaS . Model N Soars to a Record High . Appian Focuses on RPA for Growth . Slack Beefs up its Portfolio . Coupa Expands into Treasury Services . CrowdStrike Soars to Record Highs . Guidewire Expands Cloud Offerings . Dropbox Should Focus on PaaS . Talend Expands Data Offering Through Partners . IBM Expands Cloud Partners . One Medical Supports COVID-19 Care Digitally . Microsoft Rides High on Teams and Gaming . Investors Say Yes to nCino’s IPO . Nutanix Focuses on Government and Media Verticals . SAP Rethinks Qualtrics Acquisition . Tenable Expands Into Industrial Cyber-Security . ServiceNow Expands Ties with Zoom . Cloudera Powers its Data Platform with Partnerships . Atlassian Continues to Acquire from PaaS Ecosystem . Shopify Soars to an All-Time High . The PaaS Landscape . HubSpot Focuses on the Enterprise Segment . GoDaddy Restructures During COVID . Akamai's Security Solutions Thriving . BlackLine Needs a PaaS Strategy . Twilio - A Successful PaaS Story . Zendesk Invests in the Future . Qualys Continues to Acquire Indian Startups . ZoomInfo Lists Despite COVID-19 . Analysis of Alteryx PaaS Strategy . Fastly Needs to Diversify from TikTok . Way to Go, Salesforce . Intuit Continues to Acquire . VMware Continues Buying Spree . Analysis of Five9's PaaS Strategy . Okta Expands Alliances to Attract Enterprises . Palo Alto Continues to Acquire . Analysis of Splunk's PaaS Strategy . BigCommerce Goes Big with IPO . Analysis of Workday's PaaS Strategy . Analysis of Anaplan's PaaS Strategy . Bill.com Sees Strong Demand . Analysis of MongoDB's PaaS Strategy . Analysis of Wix's Platform Strategy . New Relic Product Upgrades Deliver Growth . What Should Proofpoint Acquire? . Smartsheet Should Follow Atlassian’s Example . Adobe's Relentless Growth Continues . SurveyMonkey's PaaS Prospects . DocuSign Acquires Amid COVID . Paylocity Counts on Video . The Unstoppable Veeva . Magic Software Acquires to Expand in Europe . What Can Cloud Startups Do To Raise Seed Capital in 2021? . Guardant Seeks to Disrupt Oncology Testing . Dropbox Adds Security Capabilities . Domo Growing Steadily . Nutanix Focuses on the Hybrid Cloud . IBM Fails to Impress . Microsoft’s Partnership with Tom Siebel’s C3 AI is Intriguing . ServiceNow Well-Positioned for Digital Transformation . Analysis of Shopify’s Long Term Strategy . HubSpot Rethinks Pricing Model to Support Businesses . Akamai Investing in 5G Security Solutions . Twilio Should Provide Developer Marketplace Revenue Metrics . How can Alteryx Improve its PaaS Strategy? . Partnerships Ringing in Growth for RingCentral . Five9 Focuses on AI-based Contact Centers . Nutanix Builds a Kubernetes PaaS . Workday and Anaplan Executing Well Amid Pandemic . BlackLine Expands in Order-to-Cash Market . Zoom Investing in Security . Splunk is on a Shopping Spree . Veeva Sees Customer Momentum . Palo Alto Networks Has Missed the Window to Buy Zscaler . Can Okta Keep the Momentum Going? . Adobe Acquires to Address Growing Market Opportunity . nCino's AI Products Help it Soar . Analysis of Pure Storage’s Portworx Acquisition . Analysis of Coupa's LLamasoft Acquisition . Analysis of ZoomInfo’s Everstring Acquisition . Q2 Holdings at a New High . Data Breach Drives Cloud Security Stocks to Record Highs . Should Zoom Acquire Smartsheet? . New Relic Needs to Accelerate PaaS Strategy . Proofpoint in the Cyber Attack Aftermath . Talend Focuses on Data Reliability . Medallia Continues to Acquire . Lemonade and Root Disrupting the Insurance Industry . The Key to PagerDuty's API Strategy . CrowdStrike Gears up to Tackle Security Breach Concerns . Everbridge Widens Products and Partnerships . Cornerstone OnDemand Expands Product Line-up . Alarm.com Expands Products to Address Competition . Sumo Logic's IPO Going Strong . Cloudera Grows Through Acquisition . IBM Trying and Failing to Reignite Growth . Box Knows it's All About PaaS . Bill.com Focuses on Mobile and AI . DocuSign Leverages AI in Product Innovation . Atlassian Makes over $100M in PaaS in 2020 . PaaS Strategy Makes Unity IPO Soar . ON24 Goes Public with $42B TAM as Covid Puts Webinars and Virtual Events Front and Center . Amazon After Jeff Bezos . ServiceNow Firing on All Cylinders But One . Snowflake Focuses on Developer Community for Growth . Is SAP Acquiring Alteryx? . Qualys Focuses on SaaS App Security . SurveyMonkey Remains Focused on APIs, ISV PaaS Still Missing . Domo Needs to Open up About PaaS Metrics . Like Wix, GoDaddy Needs to Focus on PaaS . Datadog on an Acquisition Spree . Twilio Soars, Focuses on Social Initiatives . HubSpot Expands Content Offering Through Acquisition . Zendesk Adds Products, While Freshdesk Keeps Acquiring . Shopify and BigCommerce Building API-based Ecosystems . RingCentral Acquires and Adds Partners, But PaaS is Still Missing . Acquisitions and Product Upgrades are the Mantra for Palo Alto Networks . Salesforce can Transform Slack PaaS, But Acquisition Still Pending . After Acquisitions, Five9 Focuses on Channel and Network Partnerships . Workday Drives Enterprise Use Cases Through PaaS, as Anaplan Taps Into Consultants . C3.ai Should Do ISV Focused PaaS . Splunk on the Right Track with Cloud and PaaS . Veeva Sets an Example, Transitions to a Public Benefit Corporation . BlackLine is Targeting A/R Automation Market . Okta Targets $25B Customer Identity Market with Acquisition . Teradata Trying to Reinvent Itself on the Cloud . Dropbox Acquires, But Competition Remains Stiff . Smartsheet Focuses on Partners, and not on ISVs . MongoDB has Huge Room to Grow in $97B Market . Cloud and Platform Expansion Continues at Nutanix . Rapid7 Targets $1B ARR by 2025 . DocuSign Exploring Unprecedented Digital Signature Offerings . Tenable Continues its Acquisition Spree . SolarWinds Attack Driving Zscaler's Stellar Performance . Zoom Should Report Developer Ecosystem Metrics . DigitalOcean Goes Public with a Strong ISV PaaS Strategy . Dynatrace Competing with Rivals by Simplifying DevOps . Talend Becomes a Private Firm, Once Again . Everbridge Focuses on the Government Sector . Analysis of Fastly’s Signal Sciences Acquisition . Cloudera Focuses on Machine Learning for Verticals . Medallia Acquires to Expand Digital Experience Analytics . PagerDuty Sees Market Expand Beyond ITOps . Bill.com Expanding Payment Offerings for Small Businesses . Alarm.com's Product and Partner Portfolio Helps Address Competition