Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>

Sheila McGee-Smith | October 24, 2013 |


Cloud Contact Center Player Five9 Acquires SoCoCare

Cloud Contact Center Player Five9 Acquires SoCoCare Merger and acquisition activity in the cloud contact center market continues at a feverish pace.

Merger and acquisition activity in the cloud contact center market continues at a feverish pace.

Merger and acquisition activity in the cloud contact center market continues at a feverish pace. On October 23, longtime player Five9 acquired the relatively new company SoCoCare. Faithful readers will recall that in March 2013 I wrote a post here on SoCoCare. It had recently launched its cloud-based, contact-center-at-the-core, social engagement platform.

It is likely because of the market awareness that SoCoCare has established in a relatively short time, that Five9 is highlighting that brand in the acquisition press release. But SoCoCare was one of three companies of an umbrella firm, Hyfiniti, all of them acquired by Five9. The overall mission of the ventures was to deliver "a more dignified customer experience" for social engagement, mobile care, and intelligent callback and routing. The brands in addition to SoCoCare are InAppCare and Hold-Free Networks.

The graphic tells the story simply: this acquisition puts Five9 at the intersection of three of the major trends driving innovation in the contact center market today. But there are additional highlights as well.

* SoCoCare brings an executive team, which will join Five9, with a history of success in the cloud contact center market. Co-founders Lance Fried and Ed Margulies were executives at Telephony at Work, which was sold to Oracle in 2006, and both have had long careers in the space.

* SoCoCare also brings several impressive brand logos to Five9, including Cox and Terminix. SoCoCare's Margulies points out that tight integration to CRM platforms Salesforce and Zimbra (recently acquired by Teligent) helped win those customers.

* Five9's CEO Mike Burkland said the technology that has been acquired will help power future innovation at the company. SoCoCare brings a patent portfolio as well as internally-developed natural language processing (NLP). Currently used in the social application, the NLP will be leveraged across other interaction channels on the Five9 platform to deliver context and sentiment analysis.

* One of the compelling attributes of both SoCoCare and the mobile application being acquired is the embedded analytics capabilities. Margulies reports that a company's pages can easily be tagged to collect data, giving insight into data that includes customer demographics and task completion with the app. With the information, companies are able to fine-tune in order to drive increased mobile application usage.

When I wrote about SoCoCare in March, it was in the context of a partnership it was announcing with another cloud-only contact center solution provider, inContact. Having successfully integrated to one cloud contact center solution, SoCoCare and Five9 product executives believe, will ease similar integration to Five9's platform.

Follow Sheila McGee-Smith on Twitter and Google+!
Sheila McGee-Smith on Google+


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.