Cloud contact software firm Five9 posted higher than expected revenues for its second quarter at $77.4 million, up 27 per cent.
In addition, the company has raised guidance on both the top and bottom lines, after adjusted earnings per share reached $0.20, up from a $0.12 estimate.
The company said that it was continuing to capitalise on enterprises’ increased concentration on customer experience. It cited 36 per cent growth stemming from those clients, alone.
Enterprise Focus on Customer Experience
In an exclusive interview with UC Today, Five9 CEO, Rowan Trollope, said that enterprises are concentrating more on customer experience as company leaders recognise that elevating customer service experience is a high priority.
“The market transitioning to the cloud has fundamentally repositioned the contact centre from a cost centre into an easily attainable, scalable business differentiator that is worthy of investment,” he said
Trollope said that one of the ways enterprises are improving the customer experience is through cloud contact centre software, “which enables them to provide more effective assistance at multiple touchpoints”.
“The contact centre is a known pain point for customers who are often calling in frustrated and are easily turned off from an experience if their call isn’t answered quickly, the agent doesn’t know who they are or if the assistance they received was unhelpful. This brings the contact centre to the heart of the customer service technology landscape, tying it into many, many business systems,” he said.
Biggest CX Challenges
He said that one of the biggest challenges in improving customer experience was figuring out the best way to get the bits of data from one person to another person fast enough to have a seamless customer experience.