Forrester Research
for Forrester
| July 28, 2021 — 20:33 GMT (21:33 BST)
| Topic: Tech Industry
Zoom went big and didn’t go home. Last week, in the largest acquisition deal in the contact center industry, Zoom announced its intent to acquire Five9 (a cloud contact center provider) for $14.7 billion — a solid move by the most recent tech vendor to have become a verb in our vernacular (Google, Uber, Venmo, etc., being others). Zoom likely evaluated several smaller and less expensive contact-center-as-a-service (CCaaS) providers (of which there are many), but it ultimately chose to leverage its stock value to “go big” with Five9.
What This Means For Five9 And Zoom Enterprise Customers
As in any acquisition, the potential for disruption exists. Five9 customers will benefit from increased investment and access to consumers already using Zoom, yet Five9 customers will need to monitor the progress of the integration and its impact on support teams, customer success programs, and product roadmaps. For Zoom customers, there could be bundling benefits if they are looking at CCaaS, but that will not occur until the merger is completed and the two firms figure out combined licensing plans.
While Zoom is a leader in videoconferencing, Forrester doesn’t see this leading to mass adoption of video in the contact center — as face-to-face video in customer service will remain a niche area. Zoom’s ubiquity among consumers and easy-to-use meeting experience, however, could provide an advantage for brands looking to drive deeper customer engagement with video in some use cases but overall a sharpened focus on making experiences for customers, knowledge workers, and agents more “frictionless” — what seems to be the mantra for Zoom.
This post was written by Vice President and Principal Analyst Art Schoeller, and it originally appeared here.
Related Topics:
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CXO
Government
Security
Forrester Research
for Forrester
| July 28, 2021 — 20:33 GMT (21:33 BST)
| Topic: Tech Industry