Five9 Year in Review: 22 CX Milestones
December 21, 2022
With the holiday season in full swing, and before we ring in 2023, we wanted to reflect on the past year and what we at Five9 have accomplished along with our partners and customers.
It was a busy year, and we could not have done it without our amazing global team. Here are 22 of the highlights for 2022 (in no particular order):
In February, we announced our new brand ambassador partnership with professional golfer and three-time PGA Tour winner Max Homa. The partnership has provided opportunities for our customers, partners, and employees to come together to share ideas about the future of customer experience and have some much-needed fun.
In April, we announced our partnership with Deloitte Canada. We teamed up to deliver cloud-Based contact center solutions to the Canadian Market helping companies migrate off-premises to the cloud.
Backing our core value of trust, Five9 was recognized as a Certified Transparent Company™ - as a result of showing greater culture and innovation. .
In May the Spring brought new Data Centers for Five9 in Frankfurt and Amsterdam helping us to continue delivering the latest contact center and customer experience innovations to both European customers and multinational companies with a presence in both the US and EMEA.
During Salesforce Dreamforce, Five9 announced the availability of Service Cloud Voice for Partner Telephony on Salesforce AppExchange adding to the Five9 integration with Open CTI via the Salesforce Plus Adapter. Salesforce remains a key integration for the CX eco-system in companies small and large and Five9 is happy to deliver.
The summer spelled value realization with Five9 revealing the results of a commissioned Forrester Consulting Total Economic Impact™ (TEI) study, showing enterprises deploying Five9 solutions can realize a return on investment (ROI) of 213%.
Continuing on the value theme. August saw Five9 CX summit in Las Vegas. It was wonderful being back in person with our customers, partners, employees, and analysts and influencers, and to experience the enthusiasm for CX transformation. We were excited to see this year’s event attendance grow 39% over our last in-person event in 2019. We ran 32 workshops, 36 seminars and training classes, and hosted 34 live demo sessions in our Demopoolza zone in the CX Hub. And we gave away a few feather boas and the exclusive Five9 socks!!
We announced our second annual Reimagine Award Winners during the CX Summit recognizing organizations that are using Five9 solutions to deliver tangible business outcomes and transforming their customer and employee experience. Winners came from all industries including healthcare, retail and finance.
As we hit the final quarter, we hosted our second annual CX Summit Canada with outstanding attendance both for the virtual sessions and the three in-person cocktail receptions that followed in Toronto, Calgary and Montreal.
Five9 kept up the innovation train momentum and announced new capabilities that help businesses deliver more engaging and “fluid” customer journeys across digital and voice channels and between virtual and live agents.
We launched new features to help enterprises continue to improve CX and EX and save on costs, including rich media for digital and voice channels, multi-modal engagement capabilities, real-time language translation, enhanced developer tools for Five9 IVA Studio users, and integrated analytics to optimize interactions.
Five9 announced certification on ServiceNow Tokyo Release to address challenges and needs in the APAC region and help customers looking to expand their CX eco-system.
Five9 launched a Liftoff program, with a combination of transition services and pricing assistance, to help companies leave their legacy on-premises systems behind and embrace the future of CX in the cloud with the Five9 platform.
Our Five9 Intelligent Virtual Agent (IVA) and natural language call steering application helped retailers reimagine their customer experience and deliver on their CX Promise such as Ricoh. The company deployed Five9 Intelligent Virtual Agent (IVA) to empower customers to self-serve for routine technical issues like password resets.
Five9 culture and values reigned supreme. We had an award-winning 2022, earning recognition and awards including Best Places to Work for Women and Best Places to Work in the Bay Area, reflecting our focus on culture, and Aragon’s Innovation award for Intelligent Contact Centers.
Enabling and empowering partners has always been at the foundation of the Five9 Global Partner Program and where Five9 continues to invest. In the past 18 months, Five9 launched a new Global Partner PRM Portal, Partner Amplify Webinar Series, Onboarding Practice, and CX Marketplace including try and buy capabilities. We just surpassed 1000 partner registrations, 4,000 contacts with over 4600 leads submitted.
To add to this success, Five9 launched our new Five9 Global Partner On-Demand Sales Certification and Badging Program in the early summer of 2022. As of today, we have 169 global partners and over 1,400 registered in the program with 85 global partners and 665 partners successfully certified.
Five9 helped develop the next generations of leaders with a successful summer intern program. Check out this blog post from one our interns on her First Impressions as a Five9 Marketing Intern.
The Five9 summer internship program operates under the motto, “Do Great Things,” and our interns demonstrated their greatness during their first philanthropy event with Habitat for Humanity!
2022 was all about Collaborative Intelligence: our philosophy that humans and AI actively enhance each other’s complementary strengths, to enhance CX and EX for the ultimate customer journey. We launched videos, case studies and new product enhancements.
We were honored to be recognized as Leader in several industry analyst reports including: The Opus Research Decision Makers’ Guide to Enterprise Intelligent Agents, The Frost Radar: North American Enterprise Contact Center report, and the Aragon Research Globe for the Intelligent Cloud Contact Center.
Finally, Mike Burkland, long-time Chairman and former CEO of Five9, stepped in to lead the company as CEO once again after Rowan Trollope transitioned to another opportunity outside the CCaaS space. Check out 6 things you didn’t know about our new CEO.
As we reflect on the year, we are even more motivated to ring in 2023 and continue to help our customers, future customers, and partners migrate to the cloud to automate the mundane, retain and empower agents, deliver business agility, create a successful live and digital workforce and ultimately deliver the best customer experience journey possible in the most optimized and value driven way. We are excited to welcome in 2023 and we hope you are too!
