Zoom acquires intelligent cloud contact centre Five9 for $14.7bn

Zoom Video Communications has entered into a definitive agreement to acquire Five9, a leading provider of the intelligent cloud contact centre, in an all-stock transaction valued at approximately $14.7 billion in an all-stock deal, which is its first major acquisition.

The acquisition is set 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 centre market.

Zoom says that combining Five9’s Contact Center as a Service (CCaaS) solution with Zoom’s communications platform will transform how businesses connect with their customers, building the customer engagement platform of the future.

Five9 is a pioneer of cloud-based contact centre software and delivers a comprehensive suite of easy-to-use applications that allows management and optimisation of customer interactions across many different channels. Zoom has gained immense popularity amid the pandemic as millions of people get connected via its platform for remote work and learning from home.

Enterprises communicate with their customers primarily through the contact centre, and we believe this acquisition creates a leading customer engagement platform that will help redefine how companies of all sizes connect with their customers. We are thrilled to join forces with the Five9 team, and I look forward to welcoming them to the Zoom family.”

“Businesses spend significant resources annually on their contact centers, but still struggle to deliver a seamless experience for their customers,” said Rowan Trollope, Chief Executive Officer of Five9. “It has always been Five9’s mission to make it easy for businesses to fix that problem and engage with their customers in a more meaningful and efficient way.

Joining forces with Zoom will provide Five9’s business customers access to best-of-breed solutions, particularly Zoom Phone, that will enable them to realize more value and deliver real results for their business. This, combined with Zoom’s ‘ease-of use’ philosophy and broad communication portfolio, will truly enable customers to engage via their preferred channel of choice.”

Following the close of the transaction, Five9 will be an operating unit of Zoom and Trollope will become a President of Zoom and continue as CEO of Five9, reporting to Yuan.