May 17, 2020

Integration challenges hindering digital transformation in 89% of firms

MuleSoft
Digital Transformation
Technology integration
Digital Transformation
Jonathan Dyble
2 min
Digital transformation
A new report from San Francisco-based MuleSoft has revealed that 89% of companies are suffering from integration challenges with new technologies and so...

A new report from San Francisco-based MuleSoft has revealed that 89% of companies are suffering from integration challenges with new technologies and solutions, significantly hindering their digital transformation initiatives.

The result of a survey of 650 IT decision makers, conducted by Vanson Bourne and shown in MuleSoft’s Connectivity Benchmark Report 2018, show the problems with integration are costing firms dearly, with businesses spending on average 22% of their budgets on this, equating to $800mn annually.

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“When it comes to digital transformation, it is no longer a case of ‘if’ but ‘when’ for organizations. However, there is growing impatience at a business level to make the goals of digital transformation a reality right now, as those that fall behind will start to lose revenue and market share fast,” said Ross Mason, Founder and Vice President of Product Strategy, MuleSoft.

“Today, CIOs and IT decision makers are under a huge amount of pressure to meet business expectations, but it’s clear that they are struggling to keep up. Integration challenges are creating an IT delivery gap, and organizations can no longer afford to let it drain time, resources and budget.”

Alongside this challenge, the report reveals that 81% of firms are expecting a negative impact to their revenues over the next 12 months if they fail to complete their digital transformation initiatives.

Speaking of the importance of success digital transformation, Mason said: “Organisations can make more of their IT assets reusable and make application development much more efficient. This will truly transform how IT functions in the modern enterprise and deliver greater value to the business.”

For more information, see the full MuleSoft Connectivity Benchmark Report 2018.

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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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