Zoom’s second act? A $14.7 billion deal for Five9’s call-center tech.

Photo caption: Under CEO Eric Yuan, Zoom is expanding its offerings. | Photo: Kena Betancur / Getty Images. Article by Joe Williams. Protocol – July 19, 2021.

The combined entity is poised to compete aggressively in the rush by enterprises to digitize their call centers.

Zoom is doubling down on the enterprise in a big way.

Its proposed $14.7 billion, all-stock purchase of Five9 gives the teleconferencing provider a huge presence in the customer service industry, a market in upheaval as companies rush to digitize and automate the human-centric processes of the past, as well as begin to use their call centers to build digital replicas of customers and enable more targeted marketing. […]

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