Five9 Adds World-Class Social and Contact Centre Executive Leadership, and Rich Foundational Technologies to Power the Next Generation Cloud Contact Centre
SAN RAMON, CALIF. – October 23, 2013
, the leading provider of cloud contact center software, has acquired SoCoCare
, a best-in-class social engagement and mobile customer care solution.
The combination of Five9 and SoCoCare brings the rapidly growing social and mobile channel to the contact center, enabling organizations to treat requests for customer service or support from social and mobile similarly to incoming phone calls.
"Social media and mobile devices have fundamentally changed customer engagement; consumers are increasingly using social channels and mobile devices to connect with companies for their support needs. With SoCoCare, we've extended our product leadership position by adding best-in-class social and mobile care."
— Mike Burkland, president and CEO, Five9
Social Customer Care
SoCoCare combines rich social feeds (from blogs to articles and social network posts) with the ability to reply and direct-message authors all on one, unified platform. Powered by its natural language processing capabilities and advanced business rules, SoCoCare provides:
- The ability for contact center agents to process and respond to social interactions.
- Powerful filtering to help minimize spam, which significantly increases agent productivity.
- Automatic identification of business issues to ensure routing to the right agent, increasing customer satisfaction.
- Sentiment analysis to appropriately escalate customer issues.
- Panoramic conversation timeline with a topical history of responses to provide greater agent insight.
- Role-based analytics with key performance indicators and service level agreement metrics to help manage contact center teams more effectively.
"SoCoCare was built from the ground up specifically for customer service and support, unlike most social tools that were originally designed for marketing or brand building. The combination of Five9 and SoCoCare is unparalleled in the cloud. Now customer-centric organizations can add social and mobile to their contact center to engage with customers when and how they want."
— Lance Fried, CEO and co-founder, SoCoCare
Mobile Customer Care
SoCoCare also brings mobile customer care to the Five9 product portfolio, adding real-time customer service capabilities to existing mobile applications. The mobile customer care solution includes intelligent routing, in-app messaging and chat, sentiment feedback and voice of the customer (VOC) features.
Industry Analyst Praises Acquisition
"With the SoCoCare acquisition, Five9 combines its already strong position as a cloud contact center market player with solid assets in social, mobile and analytics. Both Five9 and SoCoCare were built as multi-tenant cloud applications from the outset. This cloud heritage, combined with the proven skills of recently added EVP of products at Five9 Moni Manor, will allow for rapid integration of the two companies' solutions."
— Sheila McGee-Smith, founder, McGee-Smith Analytics
SoCoCare is a best-in-class social engagement and mobile customer care solution provider.
Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com
Analyst & Media Contact:
Chaundera Wolfe, Five9