Oct 23, 2020

Facebook’s WhatsApp to offer business cloud hosting services

Facebook
WhatsApp
Cloud
enterprise
William Smith
2 min
Messaging app WhatsApp has announced a number of upgrades to its WhatsApp Business offering
Messaging app WhatsApp has announced a number of upgrades to its WhatsApp Business offering...

Messaging app WhatsApp has announced a number of upgrades to its WhatsApp Business offering.

WhatsApp was acquired by Facebook in 2014 for $19bn, and has remained a popular choice for messaging, stemming in part from end-to-end encryption. 

Now, Facebook is moving ahead with plans to monetise the service, providing businesses the option of managing WhatsApp messages via Facebook cloud hosting services. The announcement came alongside news that it would also begin to offer in-app purchases via Facebook Shop straight from a chat.

According to Reuters, the shopping feature is slated to rollout this year, while message hosting is to become available in 2021, initially being offered for free.

WhatsApp has provided a Business app and API for the last two years in recognition of the number of businesses that utilise WhatsApp for different purposes. According to the company, more than 175 million people message a WhatsApp Business account every day, with it being one of the preferred methods of customer support.

In a blog post, the company said: “The global pandemic has made clear that businesses need fast and efficient ways to service their customers and make sales. WhatsApp has become a simple and convenient resource in this time. More than 175 million people every day message a WhatsApp Business account. Our research shows people prefer to message a business to get help and they’re more likely to make a purchase when they can do so.”

The move also builds on musings that Facebook may be trying to build its own cloud business. Facebook is alone among American big tech firms in not offering such a service, with Microsoft’s Azure, Amazon’s AWS and Google GCP all being highly lucrative. This initiative is a baby-step compared to those offerings, however, simply offering clients the capability of storing messages on Facebook servers.

(Image: WhatsApp)

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Jul 26, 2021

Five9: the cloud software industry leaders acquired by Zoom

five9
Cloud
contact centre
Catherine Gray
2 min
Following the announcement of Zoom buying cloud company Five9 for almost $15billion, we take a deeper look into the company’s history and success

Five9 is the leading provider of cloud contact centre software. Driven by a passion for transforming contact centres into customer engagement centres of excellence, Five9 have a deep understanding of the cost and complexity of running a contact centre.

Founded in 2001, Five9 help contact centres of every size create powerful connections. 

The company has over 20 years of cloud contact centre experience, reaches over 2,000 customers worldwide, and annually reaches over 7 billion customer interactions. 

Built on a highly reliable, secure and scalable cloud platform, Five9 makes it easy to rapidly trial and deploy new services. Its software also future proofs businesses by supporting AI and other emerging technologies.

Utilising cloud capabilities for improved customer experience

Offering software that creates more successful customer interactions, Five9’s cloud contact centre software increases contact centre productivity. This is without the capital expense and maintenance costs of premise-based systems.

Built on flexible architecture that adapts to a company’s changing needs, Five9 customers benefit from a secure, reliable and scalable contact centre.

Five9’s cloud contact centre platform also gives customers access to an extensive ecosystem of partners. Its platform can be enhanced with leading customer relationship management, analytics, workforce management, performance management solutions and telephony providers.

By utilising cloud technology, Five9 customers have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.

Five9’s recognition for industry-leading software

As a leading cloud contact centre software provider, Five9 has been recognised by leading industry publications and organisations for its success and innovative solutions.

For the fourth consecutive year, Five9 has ranked as a global leader for The Aragon Research Globe for Intelligent Contact Centres 2021. 

Five9 was also one of only three providers to earn the MetriStar Top Provider award when evaluated as part of Metrigy’s global 2021-2022 Workforce Optimisation and Engagement research study.

Five9: Zoom’s first major acquisition

Zoom Video Communications has agreed to buy Five9 for about $14.7bn, marking the company’s first major acquisition.

This deal with Five9 will help expand the company’s Zoom Phone offering.

“I believe the combination of Zoom and Five9 will be a game-changer. Joining forces will create a transformative opportunity for two strong companies with complementary capabilities and shared values,” said Five9’s CEO, Rowan Trollope.

With Zoom’s reach and brand, the acquisition will help Five9 propel forward and help the company deliver on its goal of significant international expansion

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