Five9 to acquire Whendu’s iPaaS platform integrates workflows in real-time; improves enterprise adoption of cloud contact centers

Five9 Inc. announced on Tuesday execution of a definitive agreement to acquire Whendu’s iPaaS platform, which is designed for the specific needs of the contact center. Whendu helps accelerate the contact center migration to the cloud by making it easier for enterprises to integrate with their existing environment and carry forward customized business processes.

Whendu’s iPaaS platform provides a no-code, visual application workflow tool, optimized for contact centers, that is designed to empower citizen developers, such as business analysts, developers, partners and system integrators; allow business analysts to rapidly respond to changing business requirements in real-time; and empowers businesses to improve ROI by integrating widely available cloud services and premise-based systems.

It also helps maximize investment in cloud-based contact centers by connecting homegrown systems with the entire enterprise; and accelerate agility and speed of the enterprise to keep up with the shifting technology landscape driven by increasing customer expectations. To date, Whendu has 50+ out-of-the box application connectors that are ready to use.

“As enterprises transition from premise contact centers to the cloud, we’ve seen two problems arise,” said Rowan Trollope, CEO, Five9. “First, difficulty migrating due to custom integrations and complex workflows tying contact centers to business systems. Second, as enterprises look to improve customer service, the resulting workflows are often complex and require custom development work. Development resources are scarce and expensive making both problems challenging.”

“The acquisition of Whendu’s iPaaS platform solves both of these problems through a powerful platform that enables the citizen developer (business analysts, contact center operations folks, and others) to visually create custom workflows with no coding required, reducing the complexity and cost of integrating disparate systems,” concludes Trollope.

“We are thrilled to join Five9 and help in the advancements of enterprises moving to the cloud,” said Ray Soto, CEO, Whendu. “The combination of Five9 and the Whendu iPaaS platform will make it easier for enterprises to make the move by rapidly integrating workflows in real-time.”

“CCaaS became a no-brainer by 2015 for contact centers with less than 50 agents. By 2017, that number grew to 300. For larger, enterprise contact centers – with potentially thousands of seats – the operational issues of migration have often impeded progress,” said Sheila McGee-Smith, founder and principal analyst, McGee-Smith Analytics. “The addition of Whendu adds assets to Five9’s arsenal to ease the burdens of transitioning to the cloud as well as helping contact centers to continue to innovate using all the cloud has to offer.”

Five9 expects the transaction to close this week.

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