Five9 Buys to Pursue Goal of End-to-End CX Management

In California, CX Solutions provider Five9 is to acquire real-time revenue execution platform Acqueon, aiming to round out its offer of an end-to-end offering to 'orchestrate' interaction across the customer journey, including marketing, e-commerce, sales and customer service.

Acqueon helps clients in financial services, healthcare, insurance, utilities, retail and public sectors connect to their prospects, customers, patients and citizens. The two firms have worked together for two years on initiatives for the healthcare and other sectors.

Mike Burkland (pictured), Chairman and CEO of Five9, comments: 'Together with Acqueon, we can intelligently combine the preferences of the customer with the increasing variety of outreach channels to help enterprises grow their revenue and delight customers, while aligning to compliance standards. Furthermore, the interactions generated within Acqueon create additional contextual data that further strengthens the value of the Five9 Genius AI Suite'.

Ashish Koul, CEO of Acqueon adds: 'Acqueon is thrilled to join forces with Five9, an industry leader in cloud CX and AI. With our AI powered solutions, India innovation center, experienced team, and leadership in the outbound omnichannel category, we look forward to enhancing Five9's leadership position in the CX market'. The transaction is expected to close in the second half of 2024.

Five9 has also announced the addition of a new tool called Five9 AI Knowledge to its Genius AI Suite. Available from Q4, this promises users 'quick access to answer any customer question', pulling in contextual data from an organization's knowledge sources to identify 'the most relevant answer for every interaction' - this can be delivered via a bot or a live agent. Five9 says its Genius AI process is 'a four-step approach for customers who are unsure about where to start their AI journey', with the four steps being:

• Listen, which helps organizations understand engagement data from customer interactions regardless of touchpoint
• Analyze, which analyses the client's data to gather insights and bring up intelligent recommendations for streamlining customer and employee experiences.
• Tailor, allowing organisations to configure custom AI models and ground them with their own contextual data, and
• Apply, assisted by the firm's software across the business.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.