by twieberneit | Jul 23, 2021 | Analysis, Blog, News |
The News On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7 billion. According to the press release “the acquisition is expected to help enhance Zoom’s presence with enterprise customers and allow it to accelerate its long-term growth opportunity by adding the $24 billion contact center market.” According to Eric S. Yuan, CEO and founder of Zoom, the company is “continuously looking for ways to enhance our platform, and the addition of Five9 is a natural fit that will deliver even more happiness and value to our customers”. He continues with “enterprises communicate with their customers primarily through the contact center, and we believe this acquisition creates a leading customer engagement platform that will help redefine how companies of all sizes connect with their customers”. Rowan Trollope, CEO of Five9 adds that “businesses spend significant resources annually on their contact centers, but still struggle to deliver a seamless experience for their customers”. Trollope will become a president of Zoom and continue as CEO of Five9. Zoom expects the acquisition of Five9 to be “complementary to the growing popularity of its Zoom Phone offering […] The combination of both firms also offers both companies significant cross-selling opportunities to each other’s respective customer bases”. As especially Rowan Trollope emphasizes upon repeatedly in the acquisition briefing, this acquisition is about accelerating growth by combining the respective assets, software as well as customers. The bigger picture The trend towards call centers in the cloud has been there before and it has been amplified with the Covid pandemic. Connecting...
by twieberneit | Nov 23, 2020 | Analysis, Blog, Sponsored |
The News Fastcall, a renowned developer of CTI solutions that are exclusively dedicated to Salesforce, recently announced the release of its Intercall solution. Intercall helps teams to communicate and interact internally from within Salesforce. The app allows phone and video communication. Using Intercall, an employee can call coworkers via their Salesforce user profile instead of using a particular phone number, making it unnecessary to know the current location of the coworker or to perform repeat calls due to unavailability. It is a first-of-its-kind Salesforce app and offers video and screen sharing within an integrated Salesforce phone application by leveraging Salesforce and Twilio. Intercall is the latest addition to Fastcall’s suite of applications and is designed to enhance work-from-home productivity for Salesforce users. Phone applications found in the Salesforce AppExchange today, including Fastcall’s namesake application, enable companies to increase productivity by empowering sales and service team members to communicate quickly and effectively with clients and prospects via phone. Intercall allows companies to streamline their internal telephone and video conversations whether within or between departments, therefore complementing Fastcall’s capabilities. Main benefits of Intercall include: Screen sharing and video conferencing in virtual meetings while working within Salesforce instead of an external application. Intercall also creates Salesforce activities for every Intercall call.Replacement of phone directories that are more often than not outdated while enabling a centralized phone directory with data that is already in Salesforce.Calling coworkers via multiple endpoints at the same time with ringing the softphone, mobile phone, and desk phone all at the same time, Intercall prevents wasting time by dialing multiple numbers until you connect to a teammate and the...
