categories

HOT TOPICS

NEWSLETTER

If you are considering becoming a 1M/1M premium member and would like to join our mailing list to receive ongoing information, please sign up here.

Subscribe to our Feed

Cloud Stocks: Five9 Focuses on AI-based Contact Centers

Posted on Friday, Nov 20th 2020

According to a Market Data Forecast report published earlier this year, the global cloud-based contact center market is estimated to grow at 26% CAGR to reach $31.25 billion by 2025. Five9 (Nasdaq: FIVN), a leading provider of cloud software for contact centers, recently announced its quarterly results that surpassed market expectations.

Five9’s Financials

For the third quarter, Five9’s revenues grew 34% to $112.14 million, ahead of the market’s forecast of $101 million. Adjusted EPS was $0.27 per share, ahead of the market’s forecast of $0.18 per share.

For the fourth quarter, Five9 expects revenues of $114.5-$115.5 million with an EPS of $0.22-$0.24. The market was looking for revenues of $115.2 million for the quarter with an EPS of $0.23.

Five9’s Acquisition

During the quarter, Five9 announced plans to acquire San Francisco-based Inference Solutions. Inference Solutions offers a widely deployed Intelligence Virtual Agent (IVA) platform that aims at automating mundane contact center tasks. An IVA is fast becoming a fundamental requirement in enterprise deals for contact centers. Given the current pandemic, it is not always possible to hire and train more agents quickly. Customers are now open to digital labor, a demand that is being met by IVA.

Additionally, Inference’s products are also easy to deploy. Unlike traditional IVA solutions that are either professional services-centric or developer-centric, Inference Solution’s offering can be deployed in a few days with minimal people involved.

Finally, the acquisition also brings forth considerable go-to-market synergies. Inference is already trusted by a large number of Tier 1, 2, and 3 telecom providers around the world, including AT&T in North America and Telstra in Australia. Five9 sees tremendous opportunities in leveraging Inference’s global presence and introducing them to its partners, systems integrators, and other resellers.

Five9 plans to leverage Inference’s acquisition to meet the increased demand of IVA capabilities and deliver an enhanced customer experience. Overall, the acquired technology will allow Five9’s customers to conduct tasks like book confirmations, get SMS reminders, get status of rides, and take follow-up surveys through the IVA. The acquisition will help accelerate Five9’s leadership position within AI-based contact center services.

Terms of the acquisition were not disclosed. Inference Solutions was a privately held company prior to the acquisition and had raised $20 million in two rounds of funding. Its financial details are not publicly disclosed. The acquisition will be closed by January 2021.

Five9’s Product Growth

Besides acquiring new technologies, Five9 is also expanding its product offerings. Recently, it announced the release of Agent Assist, a new solution that captures real-time call transcripts and generates accurate time-saving call summaries. These summaries are automatically synced with the CRM platform to help improve agent efficiency. Agent Assist uses natural language processing technology that has been developed by Five9 and has received strong reception.

Five9’s PaaS Strategy: Platform or API

Five9 has strong CRM and partner integrations and continues to invest in 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’s ISV ecosystem showcases its partner integrations and provides tools in over 10 categories such as providing customers with access to services ranging from AI-support, CRM, unified communications, workforce optimization, and messaging.

It has over 80 partners on its ecosystem that continue to innovate and provide new apps and integrations. A recent use case of such innovation is of a media streaming API called VoiceStream. VoiceStream enables the building of apps that access real-time call audio and enable businesses to conduct processes such as authenticating a caller’s identity to voice biometrics, coach agents while they’re on a call, and utilize speech and sentiment analysis. The service helps contact centers improve agent performance while also delivering a better customer experience.

In a unique move, Five9 is implementing VoiceStream in its own products while also creating a platform capability that makes it easier for its partners to build AI apps for the contact center.

Five9’s PaaS Strategy: Marketplace and Metrics

Five9 does not share metrics about its apps or developers. I would like to get more insight into 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 $146.16 with a market capitalization of $9.6 billion. It touched a 52-week high of $167.17 earlier this month and a 52-week low of $52.51 in March this year.

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
. 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?
. How Upwork Can Leverage the Virtual Company Trend
. Qualys Scouting For Acquisitions
. Should SAP Acquire Zendesk or Freshworks?
. HubSpot Counts on its API Strategy
. SurveyMonkey Eyes Acquisitions for Growth
. Workday Wants to Disrupt Cloud Computing Using Machine Learning
. Einstein and Open-Source Platform Lead the Charge for Salesforce
. DocuSign Prepares to Beat Rival Adobe
. Veeva Soars, But Dassault Acquires Medidata for $5.8 Billion
. Tableau Acquisition Signals Massive Analytics Push for Salesforce
. Oracle Joins Hands with Microsoft to Take on Amazon
. GoDaddy is Making Strategic Acquisitions for the Next Level of Growth
. Alteryx Sees Strong Momentum
. Adobe Leveraging Magento and Marketo to Deliver Blockbuster Performance
. Is Slack Overvalued?
. How Will Cloudera Address the Competition?
. Zoom is Not Bothered by Cisco or Microsoft
. Domo Counts on Enterprise Revenue for Growth
. Netflix Plays with Pricing and Games to Attract Subscribers
. CrowdStrike Has a Successful IPO
. Atlassian Crosses the Billion Dollar Revenue Milestone
. ServiceNow Believes Strength Lies in Tie-ups
. Partnerships are the Mantra for BlackLine
. SurveyMonkey Counts on Enterprise Segment for Growth
. HubSpot Soars to a New High
. Intuit Pushes AI to Simplify Tax Filing
. Splunk Sees Strong Cloud Momentum
. Forescout Partners with Big Names
. Smartsheet Tapping into the Government Sector
. Salesforce Continues its Shopping Spree
. Palo Alto Networks Targets the IoT Security Market
. DocuSign Focuses on the Mortgage Sector
. Oracle Brags About Autonomous Database
. Blackbaud Acquires YourCause to Grow Addressable Market
. The Market Expects a Lot More from Adobe
. Anaplan Makes its First Acquisition Post IPO
. Activist Investor Drives Market Interest in Box
. MongoDB's Formula for Success
. Coupa Aims for $1B Revenue
. Dropbox on a Rocky Road
. Medallia Banks on Acquisitions
. IBM Banks on AI
. Time For Skepticism with Netflix
. SAP Riding High on the Cloud
. Amazon's Faster Shipping Hurting its Earnings
. ServiceNow CEO Change Signals Focus on Acquisitions
. Will Google Acquire Fitbit?
. HubSpot Focuses on Its Platform
. BlackLine Partners with Google Cloud
. Rapid7’s Focus on Cloud SIEM Pays Off
. Splunk Bets Big on Data Streaming
. Intuit's QBO Scores Big
. VMware Builds Up With Acquisitions
. Palo Alto Targets $5B Revenue by 2022
. Workday Targeting Procure-to-Pay Cycle
. Will Salesforce Acquire DocuSign?
. Okta Targets Enterprise Customers
. MongoDB Eyeing China With Alibaba Partnership
. Twilio Counts on API Upgrades for Growth
. Adobe Revs up its Experience Platform
. Top 20 for 2020
. Anaplan Sees Expanding Use Cases
. Dropbox Gears Up to Regain Lost Valuation
. Forescout Fails to Deliver
. Enterprise Bet Pays Off for SurveyMonkey
. SAP Bets Big on Experience Management
. Twilio Steps up Investment in 2020 to Preserve Growth Momentum
. Zendesk, Freshworks Focus on Marketplaces and Integrations
. 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

Hacker News
() Comments

Featured Videos