The inevitable move to the cloud has become more vital during the coronavirus lockdown, creating the perfect opportunity for contact centre specialist Five9 to launch into South Africa.
The US-based cloud software developer has seen demand soar as companies move their customer service centres into the cloud and equip their agents to work from home.
“We’re targeting every company that has anything to do with customer service, and any enterprise worth its salt should have a customer service department,” says Thomas John, Five9’s vice-president of channels for the Europe, Middle East and Africa region.
Customers today want to tweet, chat or send a WhatsApp to you, so you have to accommodate all the different channels that end users want
“In Europe, around 90% of contact centres are still on-premise, but most have made the decision to move to the cloud.
“If a customer has a bad experience with one company they’ll try another, so the onus is on the enterprise to provide good customer service through the call centre.
