Five9

Overview

Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating more than six billion customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.

When Five9 came to 5W, the team was tasked with building Five9's media presence, maintaining a majority share of voice amongst competitors and executing on brand awareness to solidify the company as the leading provider of cloud contact center software.

Strategy

The goal throughout the campaign has been to position the company as the leading provider of cloud contact center software. In the initial phases of the campaign, 5W primarily focused on securing opportunities in trade publications in order to build a media footprint for Five9, and to make reporters aware of the company and its CEO. The 5W team also used the company's quarterly earnings reports as a way to give the CEO visibility and tell the Five9's corporate story. This helped increase Five9's brand recognition and overall media presence.

Once the COVID-19 pandemic hit, 5W saw an opportunity to capitalize on the fact that many businesses were shifting to work from home, meaning that on premise call centers were becoming remote, and companies needed to have the right software to keep their operations running smoothly. The team was active in offering up different executives to discuss topics such as how virtual contact centers can help businesses thrive during and post-pandemic, communication strategies to delight customers and how intelligent virtual assistants can improve and automate customer service. Additionally, the shift to WFH lead to exponential company growth and revenues, leading to tier-1 coverage in key business and technology outlets, as well as broadcast opportunities around earnings periods.

Results

5W has successfully built Five9 into one of the most recognized providers of cloud contact center software. Five9's SOV has maintained its place as the leader in share of voice amongst competitors, holding 50% or more of SOV each quarter.

Due to 5W's outreach, many reporters have established a relationship with the team and consistently look to Five9's executives for commentary on topics in the cloud contact center space.

Since the launch of the program, 5W has secured 96 articles, with over 693 million unique impressions.