How Five9 Drives True Industry Focused Solutions with Partners

Are there lines from movies that put a smile on your face simply because of how memorable and nostalgic they are? For me, many of those lines come from Top Gun. 

“I feel the need – the need for speed!” 

“Son, your ego is writing checks your body can’t cash!” 

“If you screw up just this much, you’ll be flying a cargo plane full of rubber dog $%$# out of Hong Kong!” (one of my favorite scenes and quotes).     

But there’s one line that, in addition to bringing that boost of nostalgia, really applies to the current CX environment. 

“He’s going vertical, so am I.” 

While there is an argument that the contact center is universally horizontal by nature because everyone wants good CX, the reality is great CX is all about personalization. It's about having an experience that is specific to the customer, the agent who handles the inquiry, and the information and data that is relevant to a particular industry. That’s why we are seeing increased focus on verticalization in the CCaaS space and, more importantly, entire ecosystems of partnerships are creating vertical specific experiences all within the cloud. 

Large cloud providers such as Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk, and a whole myriad of global systems integrators and ISV partners, have all verticalized because of a specific expectation from customers: Know who I am when I call and know how to quickly resolve my needs! At Five9, we have made an enormous effort to integrate with all these partners by providing the foundation of customer communication while also making sure that our teams can speak the specific language that each vertical expects. 

Five9’s vertical strategy recognizes the opportunity and sees our partners as a key component to effectively sell and deliver our solution to these industries. Two of the hottest verticals are healthcare and financial services, and our ISV partners are really helping us provide great CX for our customers in these industries. 

Healthcare 

Great patient care that leads to quicker outcomes is the number one concern of both patients and providers. Achieving the best outcomes requires integrating patient engagement channels with Electronic Health Record (EHR) systems. Epic and Cerner lead the way in EHR, and Five9 partners Acqueon and SpinSci enable us to deliver seamless integrations to these systems so that providers can streamline patient communication. Like the contact center CRM integrations we provide through our partner ecosystem, these ISV partners help healthcare contact center agents easily access the patient information they need through the EHR. 

Financial Services 

Financial services is another industry that is making a shift to cloud contact center software to provide better CX. For example, credit unions are going through major digital transformation because customers expect a personalized, contextual experience with the organization they trust with their finances. Jack Henry is the CRM system of choice for many of these credit unions, and Five9 ISV partners Computacenter and New Era provide integrations with Jack Henry that allow financial services agents to really know their customers and deliver those personal relationships.   

 Summary 

We are seeing a huge growth in our ecosystem of ISV partners and expect this growth to continue as businesses focus on delivering experiences that meet the needs and expectations specific to customers in their vertical. Going vertical isn’t a “nice to have” when it comes to delivering great CX in the contact center; it’s a must have and at Five9, our partners are helping us achieve it. 

To learn more about the Five9 partner ecosystem, visit our CX Marketplace.