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Five9 Recognized as European Cloud Contact Center Leader

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Five9, Inc., a provider of the Intelligent CX platform, announced that Frost & Sullivan has recognized it as a Growth and Innovation leader in the Frost Radar™: European Cloud Contact Center Market, 2023. The Frost Radar™ report highlights key criteria, including the company’s long-standing presence in Europe, consistent growth, effective go-to-market strategies, robust customer support, commitment to local markets, and investments in transformative technologies such as AI integration.

Bernie Arnason, Industry Principal for Information and Communications Technology Transformation at Frost & Sullivan, praised Five9’s strategy of layered AI technology abstraction, which positions the company to leverage the evolving AI landscape. The approach allows customers of all sizes to benefit from best-of-breed AI and automation technology.

The report emphasized Five9’s innovative use of AI and automation, which enables smoother customer experiences on its CCaaS platform. The company’s hybrid cloud architecture also ensures compliance with European data sovereignty requirements. Additionally, Five9’s expanding partner network, encompassing global system integrators, service providers, technology brokers, and authorized resellers across Europe, has been recognized as a strength.

The company’s investments in international expansion have proven successful, with a substantial 48% year-over-year growth in international revenue during the first quarter of 2023. As part of this expansion, Five9 hosted its first fully in-person CX Summit EMEA in Porto, Portugal, where the company recently established its European Research and Development Headquarters. The site currently houses over 100 employees, with plans to expand to 300 in the coming years. The new engineering hub at the Porto location is driving innovation in software engineering and cloud operations. Moreover, the company intends to establish a new Professional and Customer Support Center of Excellence at the Porto site.

Ricardo Valente, City Councillor for Economy, Employment, and Entrepreneurship, said: “Five9’s arrival in the city of Porto marks the beginning of the city’s journey with North American companies listed on Nasdaq. This commitment to the city of Porto demonstrates the city’s capacity to be recognized as a center of excellence for companies with global business scopes and in highly competitive markets, where human capital is a key factor in business sustainability.”

Nick Delis, Senior Vice President of Strategic and International Sales at Five9, expressed his gratitude for the recognition from Frost & Sullivan following a successful CX Summit in Porto. He outlined the company’s plans to expand its international footprint with a strong focus on AI and Automation products, while also fostering a dynamic partner ecosystem to enhance customer experiences.

Frost Radar™: European Cloud Contact Center Market, 2023 draws from insights gathered from more than 100 industry participants in Europe. Frost & Sullivan independently evaluated the top 20 cloud contact center companies based on their growth and innovation performance.

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