Zoom's Five9 Buy Signals Renewed Cloud-Based Customer Service: Report
Zoom’s proposed buy of Five9 underscores the growing importance of customer contact and customer experience services in the post-pandemic world, said GlobalData Tuesday. Zoom announced Sunday it signed a definitive agreement to buy the intelligent cloud contact center provider for…
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$14.7 billion. Zoom is under “significant pressure” to convert the momentum it achieved during the first 12 months of the COVID-19 pandemic into longer term financial results, said GlobalData analyst Gary Barton. Customer contact services is a way to “extend its value proposition,” he said. COVID-19 forced companies to change the way they do business with customers as physical branches closed; that has made people more accustomed to dealing with companies remotely. Many people favor an in-person experience, especially when dealing with complex issues, but that wasn't possible during lockdown, forcing people to change their behavior. In the future, he said, “video will be a primary route to market for a wide range of services as people expect a more on-demand customer experience.”