The San Ramon, California-based company’s software-as-a-service platform has caught the attention of business leaders over the past year as they scrambled to maintain on-premises centers that were suddenly shut down.
Chief Executive Rowan Trollope (pictured) doesn’t plan to let recent successes distract the 20-year-old company from staying focused on its core market, which he says has only started to reach its potential. In an interview with SiliconANGLE, he talked about how the dynamics of the market have shifted in Five9’s direction and why contact centers that move to the cloud will never move back.
Why does the market appear to be coming your way right now?
The big driver has been the cloud transition in general. People have seen the writing on the wall and are now seeing that’s the way they should be heading. Customer experience has also become a bigger priority. Part of that is generational; new consumers have higher expectations for customer services.
We started in the cloud, so we don’t have the baggage of some of our competitors. We have also invested in automation technologies that have made a difference with larger customers. They’re asking how to get a better customer experience without spending more. Automation is how you do that.
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