Five9 is Set to Acquire Acqueon to Enhance Its Leading Omnichannel Outreach and Customer Journey Orchestration Solutions for Enterprises

Renowned for its Intelligent CX Platform, Five9 revealed on August 8, 2024, that it has reached a final deal to buy Acqueon, a pioneer in real-time revenue execution technologies. Five9’s goal to become the central orchestration engine for all customer interactions throughout the whole customer journey—including marketing, e-commerce, sales, and customer service—has advanced significantly with this purchase. Five9 intends to revolutionize the way companies communicate with their clients through AI-driven, omnichannel proactive engagement by incorporating Acqueon’s capabilities. This will guarantee that interactions take place at the most convenient moment and via the channel of choice.

As consumer expectations rise, businesses are increasingly seeking innovative methods to engage with customers who have specific preferences for communication timing and channels. Companies are looking for new solutions to proactively connect with customers in a personalized manner, whether for sales, collections, courtesy updates, emergency notifications, appointment reminders, and beyond. With AI at the forefront and enhanced access to contextual data, enterprises are better equipped to make informed, real-time decisions to accurately predict and optimize customer interactions, ultimately improving connection rates and business results.

Mike Burkland, Chairman and CEO of Five9, stated, “Today’s customers are more sophisticated and have higher expectations. This strategic acquisition allows Five9 to bolster our outbound solutions, which we have been pioneering since our inception. By integrating Acqueon’s capabilities, we can merge customer preferences with a broader range of outreach channels, facilitating revenue growth for enterprises and enhancing customer satisfaction while adhering to compliance standards. Additionally, the interactions generated through Acqueon will enrich the contextual data available to the Five9 Genius AI Suite. I am excited to welcome the Acqueon team to Five9 and look forward to elevating proactive customer engagement to new heights.”

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Acqueon has established itself as a leader in assisting major players across financial services, healthcare, insurance, utilities, retail, and the public sector in connecting with their prospects, customers, patients, and citizens. The Acqueon platform has delivered substantial revenue outcomes for organizations by improving right-party contact rates, sales conversion rates, and lead response times.

Mary Wardley, Program Vice President at IDC, commented, “The merger of Five9 and Acqueon extends Five9’s reach beyond the contact center. Incorporating Acqueon’s solutions into the Five9 Intelligent CX platform offers companies a more powerful means to integrate and enhance the customer journey.”

Ashish Koul, CEO of Acqueon, expressed enthusiasm about the merger, saying, “We are excited to join forces with Five9, a leader in cloud CX and AI. Our successful partnership over the past two years, including significant integrations between Acqueon’s Revenue Execution Platform and Five9’s Intelligent CX platform, particularly our Epic integration for the healthcare sector, sets the stage for further innovation. With our AI-powered solutions, India innovation center, experienced team, and leadership in outbound omnichannel strategies, we are eager to strengthen Five9’s position in the CX market.”

The transaction is anticipated to be completed in the latter half of 2024.