Contact-center-as-a-service provider Five9 Inc. broke the billion-dollar revenue run rate mark today as it posted second-quarter sales of $252.1 million, up 13% from a year ago and surpassing analysts’ expectations. Even more promising as it focused on larger customers, its enterprise subscription revenue grew 21%. Its adjusted profit of 52 cents also beat estimates.
Amazon Web Services Inc. Today announced several enhancements to its contact-center-as-a-service product, Amazon Connect, at the Enterprise Connect 24 in Orlando. Prior to the event, I was given a preview of the announcements in a prebriefing with two senior managers of product management for Amazon Connect — Himanshu Suri and Trevor Bloking.
Today’s high focus on customer experience is prompting many businesses to modernize their contact centers. As companies shift their communications to the cloud, it creates several challenges that did not exist when the contact center platform was on-premises. Smaller businesses are likely to purchase the telecom services directly from a contact center as a service (CCaaS) provider, but that’s not typically an option for large businesses.