No vendor has disrupted the CCaaS space quite like Five9 in recent years.
From an emerging provider pegged to North America to a global player winning some of the largest deals in the CCaaS industry, its story is a remarkable one.
Yet, it is far from over. Indeed, Five9 is securing more business, despite economic uncertainty. In Q4 2022its revenues rose 20 percent (YoY), with numerous enterprise wins.
Such success is even more impressive, considering it doesn’t have an on-premise base to leverage.
Instead, Five9 attracts customers with its rearchitected platform that supports increased resiliency, global scalability, and faster innovation.
Moreover, the vendor has fleshed out its CCaaS solution to become a complete CX Platform, featuring over 500 industry-specific and adjacent pre-built integrations.
There are also 300 APIs and SDKs available, enabling customers and partners alike to extend and enhance the Five9 platform.
With this foundation, Five9 has developed a deep international partner base. These partners are fuelling its sales growth, enabling more sophisticated CX workflows for its customers, and allowing Five9 to flex across numerous industries, such as healthcare, retail, and financial services.
Partnering to Deliver Vertical-Specific CCaaS Solutions
Leveraging its partners, Five9 primes its solution to fit the specific needs of industries.
For instance, within the healthcare vertical, Five9 has formed partnerships with companies such as Acqueon and SpinSci that can provide direct integrations between Five9 and the healthcare system's EHR.
Another excellent example is in finance. Here, Five9 has teamed up with Computacenter and New Era to connect Five9 with Jack Henry, the CRM system of choice for many credit unions.
The list of partners stretches across many more verticals, with integrations that touch numerous applications often used within each space.
In establishing these partnerships, Five9 ensures that almost every sector-specific tool and CX platform – be it CRM, ERP, ITSM, or other – works with its CCaaS solution. This paves the way for Five9 to give its customers precisely what they want.
“At Five9, we firmly believe that partners make us bigger, better, and stronger,” adds Jake Butterbaugh, SVP of Five9 Global Partner Sales.
“We engage with partners on a very strategic level, discussing the potential of building successful partner practices based on rapid customer implementation, long term customer retention, value, and growth. This allows us to keep pace with an evolving market that is becoming much more intelligent.”
Showcasing the breadth-and-depth of this partner base, Five9 announced its 2022 Partner Awards in January 2023. With 22 partners honored, these awards illustrate the depth of the Five9 ecosystem, the many sectors it touches, and the numerous regions the vendor now supports.
Building Out Its Partner Strategy
The cloud disrupted the contact center market, with Five9 as a pioneer.
The company recognized the significant opportunities SaaS models provided in enabling increased interoperability between enterprise systems - no matter the vendor.
In making this observation, Five9 set to work building a next-generation channel partner program.
Mapping this out early, Five9 reached customers stalwart legacy vendors could not, with a much more flexible proposition.