"We’re going to look back at this acquisition as what helped springboard Five9 2.0."
Zeus Kerravala, Principal Analyst at ZK Research, made this comment during an interview with CX Today shortly after Five9 snapped up Aceyus last year.
While that statement may seem surprising, under scrutiny, the acquisition brings many short- and long-term benefits to Five9.
The latter will "springboard" its ambitions to deliver a powerful platform for the age of data and AI.
In the Short-Term
Consolidated Reporting
Aceyus enables consolidated reporting across CRM, ACD, workforce engagement management (WEM), and many more contact center systems.
Yet, what’s also interesting is it’s not only contact centers that leverage Aceyus. Other customer experience functions - whether it’s commerce, sales, or marketing - may utilize the platform to connect disparate data from siloed enterprise systems.
Previously, that required the input of a systems integrator or developers. However, Aceyus delivers an all-encompassing solution for data consolidation, providing a standardized toolkit tailored for both data analysis and visualization.
As a result, Five9 customers can avoid common data-related challenges like duplication, misdirection, or inconsistencies. Meanwhile, they may also create an essential source of truth for customer insight.
CCaaS Migration Support
As Aceyus ingests data from various contact center tools, it may act as a customer data platform (CDP) that aids enterprise CCaaS migrations.
Mike Burkland, Chairman and CEO of Five9, shared this use case when first announcing the acquisition. He said:
Aceyus's ability to normalize the entire dataset allows the business to transition from legacy systems to Five9 while maintaining consistent reports, data visualization, and dashboards.
To dive deeper, compare Aceyus to a bypass machine and a CCaaS migration to a heart transplant.
Throughout the "operation," Aceyus facilitates an uninterrupted stream of data, sustaining the essential flow required without requiring any disruption to business operations.
As a result, companies can save significant time and resources when migrating from on-premise solutions to the Five9 cloud.
In the Long Run
Data Management
As noted previously, Aceyus ingests data from various customer experience platforms and delivers that data to where it matters most.
Therefore, not only can Aceyus report on and visualize data within its platform, but it offloads it downstream to a customer's data lake for further mining of insights.