Seeing Five9 Through the Lens of a New CMO

By Kevin Gavin, CMO

I joined Five9 as CMO recently and this is my first post to the Five9 blog. I intend to be a frequent contributor to the blog so for this first post, I’ll share a few observations that seem particularly relevant as I “ramp up to speed” at Five9.

1. Dedicated, smart team.

I am really struck by the quality of the Five9 team at all levels and in all departments throughout the organization. I’m not just talking about their skills and experience but I’ve also seen that it is a group of really good people. Everyone that I’ve met is incredibly friendly, gracious and just plain nice. There are disagreements and debates as you would expect but there is very little politics and everyone just seems to want to get along and do the right thing – especially when it comes to helping Five9 customers succeed. This is one of the key things that I look for in a company and I’m really glad to have joined such a great team!

2. Hot market and incredible business opportunity.

The contact center market is very large with over 15 million contact center agents worldwide representing and estimated Total Addressable Market of $24 billion in annual recurring revenue. The category has been dominated by a handful of premise-based providers but it is in the early stages of what everyone seems to agree will be a massive transformation to a cloud-based delivery model. Five9 was one of the earliest pioneers in delivering cloud based contact center as a service since 2003. The legacy premise-based contact center providers are struggling to make the transition to the cloud and the barriers to entry for new providers are high. As a result, Five9 is one of only three companies in the Leaders Quadrant in Gartner’s Magic Quadrant for Contact Center as a Service.

3. Superior product coupled with measured execution.

Five9 is a data driven company that achieves very high performance.

  • Call center reliability is extremely important to most businesses and Five9 is committed to measuring and achieving the highest standards of reliability. Five9 is unsurpassed in the industry in delivering high service availability.
  • Five9 has achieved rapid customer and revenue growth throughout its history that has been accelerating in the last few years.
  • The overall economics of the business are very healthy and Five9 continues to perform well financially as it accelerates growth while managing costs and focusing on delivering short and long term profitability.

I feel very fortunate to have the opportunity to be part of such a great team in a dynamic and high growth category. I’m sure that it’s going to be a lot of fun!

Stay tuned for more to come…

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