Two big pieces of news on industry consolidation dominated the headlines this week, starting off with the announcement of Zoom’s planned blockbuster acquisition of Five9 as its entry into the contact center market. (See No Jitter’s coverage from Sheila McGee-Smith, Robin Gareiss, and Zeus Kerravala.) Later came the news from Salesforce that it had closed on last year’s announced acquisition of Slack.
The Five9 acquisition is Zoom’s biggest platform play to date. The company has seen strong adoption for its Zoom Phone offering, broadening its appeal to the enterprise from just video to include telephony. But Five9 will instantly make “Zoom contact center” a real thing.
