Five9 has confirmed that the company has finalized a deal to acquire orchestration specialist Acqueon.
Five9 CEO Mike Burkland officially confirmed the purchase on LinkedIn earlier today (August 29th, 2024), having revealed that an agreement was in place between the two companies earlier this month.
In his post, Burkland repeated the previous company line that the acquisition marks a significant step in Five9’s aim of becoming the "orchestration engine for every interaction across the entire customer journey."
"I'd like to officially welcome the Acqueon team to Five9! Together, we will continue to enhance our technology to deliver impactful business outcomes for our customers and partners," he wrote.
While neither side has mentioned a price, Burkland did speak extensively during the company's Q2 2024 earnings call about the skills and infrastructure that Acqueon will bring to Five9.
He highlighted Acqueon’s prowess at delivering “best-in-class" proactive outbound omnichannel customer engagement across a range of customer experience scenarios.
These capabilities will be integrated into Five9's Intelligent CX Platform to provide customers with a native solution that will move "beyond" the existing integration.
In a company blog post, Burkland also detailed how Acqueon’s tech stack will enable Five9 to enhance its AI offerings and expand its market reach:
Like a symphony conductor, Acqueon’s platform uses AI and contextual data to predict, personalize and orchestrate when and how to best reach customers.
"This acquisition expands our market reach, tapping into new markets for sales, proactive service, revenue management, and more."
A New Five9?
Despite Acqueon being a smaller, "early stage" company, it is clear that Five9 is enthusiastic and optimistic about the impact the deal can have.
Having already partnered with the organization for the last two years, Five9 has a strong understanding of Acqueon’s capabilities, with Burkland believing that it "picked them up at the perfect time."
Among the capabilities discussed by the CEO were Acqueon's multimodal interactions, which have the capacity to generate additional data that strengthens AI capabilities.
In addition, the company has a proven history of helping top financial, retail, and healthcare businesses boost revenue by improving contact and conversion rates.
Moreover, Burkland believes that by integrating Acqueon’s solutions into Five9, the company will be able to speed up its collaboration with Epic, allowing healthcare companies to deliver smoother customer experiences.
This integration was also discussed by Acqueon CEO Anish Koul, who commented:
We’ve had an extremely successful partnership over the last two years, with deep product integrations between Acqueon’s Revenue Execution Platform and Five9’s Intelligent CX platform including a focused initiative around our Epic integration within the Five9 platform for the healthcare industry.
But what does the rest of the CX space think about the deal?