Five9

What Five9 does

Five9 is a publicly traded (NASDAQ: FIVN) cloud-native Contact Center as a Service (CCaaS) provider founded in 2001 and headquartered in San Ramon, California, serving more than 3,000 enterprise and mid-market customers globally across healthcare, financial services, retail, government, and higher education. The company's Intelligent CX Platform combines a carrier-grade multi-tenant cloud telephony backbone (Session Border Controller technology, multi-carrier routing, geographic redundancy, 99.999% uptime SLA) with a layered suite of modules for omnichannel engagement (voice, chat, email, web, social, SMS, video), AI & Automation (Genius AI, AI Agents, AI Agent Assist, AI Summaries, AI Insights, AI Knowledge, GenAI Studio, AI Trust & Governance, Workflow Automation), and Workforce Engagement Management (WFM, quality management, interaction analytics, performance management, gamification). AI capabilities are reinforced by a strategic partnership with Google Cloud for Gemini Enterprise and Vertex AI integration.

Revenue is generated primarily through per-seat enterprise subscription licensing with multi-year contracts, supplemented by usage-based charges for AI features (Voice AI Agents, agent assistance), professional services for cloud migration and AI integration, and premium add-ons. Five9 reported FY2025 revenue of $1.149 billion (+10% YoY) and Q1 2026 revenue of $305.3 million (+9% YoY), with AI revenue growing 68% YoY to a $125M+ annual run rate. Distribution is hybrid: direct enterprise field sales and inside sales are complemented by the Fusion partner ecosystem (resellers, ISVs, SIs including Google Cloud, Salesforce, ServiceNow, Epic, Assembled, Hyro, Aspect Software, Quantiphi), marketplace listings (Salesforce AppExchange, ServiceNow Store, CX Marketplace), and regional offices in EMEA, LATAM, and APAC.

Name

Five9

Legal name

Five9, Inc.

Website

https://five9.com

Company type

Public

Founded year

2001

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Five9 is a cloud-based Contact Center as a Service (CCaaS) provider offering an Intelligent CX Platform with AI-powered automation, omnichannel engagement, and workforce optimization for 3,000+ enterprise and mid-market customers across healthcare, financial services, retail, government, and education.

Ownership category

akta.pro rank

Product category

Cloud Contact Center Software (CCaaS)

NAICS

Telephone Call Centers (56142), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372), Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

Keywords

• Cloud contact center
• AI customer experience
• Workforce engagement management
• Omnichannel routing
• Contact center as a service

Headquarters

HQ city

San Ramon

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Marketing or Sales, Operations

Revenue model

1. Subscription Revenue: Core recurring revenue from cloud contact center platform subscriptions, typically sold on a per-seat or enterprise license basis with multi-year contracts common. Subscription revenue grew 12-13% YoY in recent quarters, with AI features representing growing portion of subscription revenue at 13% of total subscription revenue in Q1 2026
2. Usage-Based Revenue: Consumption-based charges tied to AI usage including AI agent interactions, agent assistance calls, and other metered usage. AI revenue growing 68% YoY to over $125M annual run rate in Q1 2026, representing 13% of subscription revenue
3. Professional Services: Implementation, migration, training, and consulting services for enterprise deployments including cloud migration support and AI integration services
4. Enterprise AI Add-ons: Additional revenue from AI-powered features including Voice AI Agents, AI Agent Assist, AI Summaries, AI Insights, and advanced analytics capabilities sold as premium add-ons to base subscriptions

Pricing tiers

Go-to-market motion5 records

Distribution channels6 records

Marketing channels9 records

Core offering

Five9 provides the Intelligent CX Platform, a cloud-based Contact Center as a Service (CCaaS) solution that combines AI-powered automation (including Voice AI Agents), workforce engagement management, and omnichannel customer engagement capabilities. The platform serves enterprise and mid-market organizations across healthcare, financial services, retail, government, and other industries, with subscription-based pricing, professional services for implementation, and a partner ecosystem (Five9 Fusion) for integrations.

Product overview

Five9 provides the Intelligent CX Platform, a cloud Contact Center as a Service (CCaaS) solution that combines a scalable, secure, multi-tenant core cloud contact center with a comprehensive suite of AI & Automation, Workforce Engagement, and Customer Engagement modules. The platform is architected as a platform-plus-modules offering where the core Intelligent CX Platform underpins all capabilities, which include Voice AI Agents (an agentic self-service platform launched June 2026), AI Agents, AI Agent Assist, AI Summaries, AI Insights, AI Trust & Governance, AI Knowledge, GenAI Studio, and Workflow Automation (AI & Automation suite); Workforce Engagement, Workforce Management, Agentic Quality Management, Interaction Analytics, Performance Management, and Gamification (Workforce Engagement suite); Inbound, Outbound, Blended, Digital Engagement (voice, email, mobile, chat, social, SMS, video), and Advanced Campaign Manager (Customer Engagement suite); plus APIs & SDKs, Reporting & Analytics, and CRM/UC Integrations. Five9 Fusion is the open partner ecosystem tying together integrations with Salesforce, ServiceNow, Epic, and Assembled, alongside the CX Marketplace for third-party extensions. The platform serves 3,000+ global customers across healthcare, financial services, retail, government, and other industries, and was named a Leader for the 8th consecutive time in the 2025 Gartner Magic Quadrant for CCaaS.

Differentiator

Problem solved

Functional benefit

Brands

• Intelligent CX Platform: The company's core cloud contact center platform providing AI-powered customer experience solutions
• Genius AI
• Five9 Fusion
• Voice AI Agents
• Five9 Fusion Ecosystem

Products and services

• Intelligent CX Platform The core cloud contact center platform providing a comprehensive suite of easy-to-use applications for managing and optimizing customer interactions across voice, chat, email, web, social media, and mobile channels. Delivered as a scalable, secure, multi-tenant cloud solution with 99.999% uptime SLA for enterprise and mid-market customers.
• Voice AI Agents Purpose-built agentic self-service platform enabling enterprises to automate complex customer interactions with human-like voice capabilities, multi-agent orchestration, low-latency streaming, multilingual support, and secure tool calling for real-time actions like authentication and transactions. Includes AI Agent Studio for building and monitoring AI agents.
• Five9 Fusion Partner Ecosystem Open partner ecosystem program bringing together product integrations, independent software vendors (ISVs), and embedded technology partners to accelerate AI adoption and CX orchestration. Includes the AI Agent Connect integration API, formalized partner tiers, and integrations with Salesforce, ServiceNow, Epic, and Assembled.
• Professional Services Implementation, migration, training, and consulting services for enterprise cloud contact center deployments including cloud migration support and AI integration services.
• Training Training programs for customers and partners on Five9 Intelligent CX Platform deployment, administration, and optimization.
• Support Ongoing customer support for Five9 Intelligent CX Platform deployments including technical support and service assurance.
• CX Marketplace Five9's app marketplace enabling customers to discover, evaluate, and deploy third-party applications, connectors, and extensions that integrate with the Five9 Intelligent CX Platform.

Quantifiable outcome

• 60% reduction in patient test scheduling time for Exact Sciences
• +8 more outcomes

Named customers11 records

Segments8 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability12 records

Feature10 records

Partnerships

Ten partnerships are on record, tiered minor, strategic and core.

• VerintminorGTM or Marketing Partner · 24 June 2026Five9 awarded Global Partner of the Year at Verint's Engage 2026 partner conference for North and Latin America. Recognized for driving AI business outcomes and helping organizations deploy AI in contact centers beyond experimental stages.
• HyrostrategicTechnology or Integration · 20 May 2026Partnership integrating AI agents specifically for healthcare contact centers. Hyro became the only healthcare-accredited vendor in Five9's platform, joining AI Agent Connect program. Collaboration integrates Hyro's healthcare-native AI agents with Five9's Intelligent Cloud Contact Center, reducing standard integration time from two weeks to as little as one hour. Five9 customers including Intermountain Health, Baptist Health, and Hackensack Meridian Health benefit from faster deployment of HIPAA-compliant voice solutions.
• QuantiphiminorImplementation/ SI/ Consulting Partner · 24 April 2026Featured partnership at Phi Moments @ Next event demonstrating enterprise AI deployment case study for cloud contact centers. Quantiphi and Five9 collaboration showcased successful AI implementation requiring seamless integration and strong partner ecosystems.
• AssembledstrategicTechnology or Integration · 3 April 2026Deepened partnership with workforce management vendor Assembled, elevating to Select ISV Partner status. Five9 became authorized reseller of Assembled's platform as part of Fusion strategy to orchestrate multi-agent contact centers. Joint customers including DailyPay and MTM reported significant operational improvements.
• Aspect SoftwarestrategicTechnology or Integration · 26 March 2026Formal partnership to integrate workforce management and contact center solutions. The integration allows enterprises to use interaction data to forecast, schedule, and optimize workforce efficiency. Aspect formalized the partnership in March 2026 to expand intelligent, workforce-optimized CX solutions.
• Google CloudcoreGTM or Marketing Partner · 10 February 2026Named Global Partner of the Year at Five9's 2025 Global Partner Awards for exceptional performance and innovation in customer experience. Recognition highlights achievements in AI-driven CX, platform integration, and measurable customer outcomes.
• SalesforcecoreTechnology or Integration · 1 January 2025Deep integration with Salesforce Service Cloud and Data Cloud enabling unified customer data. Integration launched in 2025 as part of Five9 Fusion partner ecosystem. Enables CRM-first approach to AI-driven contact center operations with seamless customer data access.
• ServiceNowcoreTechnology or Integration · 1 January 2025Integration with ServiceNow for workflow automation and IT service management. Integration launched in 2025 as part of Five9 Fusion ecosystem. Enables enterprises to connect contact center interactions with back-office workflows and automation.
• EpiccoreTechnology or Integration · 1 January 2025Integration with Epic EHR systems for healthcare organizations. Integration launched in 2025 as part of Five9 Fusion ecosystem to enable HIPAA-compliant patient communication workflows directly from electronic health records.
• Google CloudcoreStrategic or Co-development Partner · 1 March 2024Strategic partnership for AI-driven enterprise customer experience. Five9 expanded partnership with Google Cloud to launch joint Enterprise CX AI solution integrating Five9's Intelligent CX Platform with Google's Gemini Enterprise and Vertex AI. Five9 presented at Morgan Stanley Conference highlighting AI growth strategy with Google Cloud partnership. Google Cloud named Global Partner of the Year at Five9's 2025 Global Partner Awards.

Scale indicators17 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• NICE Ltd. Long-standing direct competitor in CCaaS and Workforce Engagement Management (WEM). NICE offers both cloud (CXone) and hybrid contact center solutions targeting the same enterprise and mid-market customers, and competes head-to-head on AI-driven CX and analytics capabilities.
• 8x8: Public CCaaS and UCaaS competitor (NYSE: EGHT) targeting mid-market and enterprise customers with cloud contact center, voice, video, and chat. Overlaps with Five9 on core CCaaS functionality and is often benchmarked alongside Five9 in Gartner CCaaS Magic Quadrants.
• Genesys: Direct CCaaS competitor offering the Genesys Cloud platform with strong AI, WEM, and journey orchestration capabilities. Competes with Five9 across enterprise contact center deployments globally and is a frequent co-bidder in large enterprise CX transformations.
• Avaya: Incumbent contact center provider with hybrid cloud and on-premise solutions following its 2023 emergence from restructuring. Targets the same enterprise segment as Five9, particularly large installed-base migrations to cloud — a competitive dynamic for migration-led revenue.
• Talkdesk: Private cloud CCaaS competitor specializing in AI-powered contact center solutions for mid-market and enterprise. Competes directly with Five9 on AI agent capabilities, vertical specialization (financial services, healthcare), and customer experience orchestration.
• RingCentral: Public UCaaS leader (NYSE: RNG) that has expanded into CCaaS with RingCentral Contact Center. Overlaps with Five9 in mid-market and enterprise segments, with a unified communications-led GTM motion versus Five9's contact-center-led approach.
• Amazon Connect: AWS-native CCaaS offering tightly integrated with the broader AWS ecosystem. Represents a major competitive threat due to aggressive pricing and bundled cloud consumption agreements, particularly for enterprises already committed to AWS infrastructure.
• Microsoft (Dynamics 365 Contact Center): Hyperscaler-native CCaaS built on top of Microsoft Teams, Dynamics, and Azure OpenAI. Competes with Five9 in enterprises standardized on Microsoft 365, with the advantage of native Copilot AI integration and bundled enterprise agreements.

Emerging players

• Twilio (Twilio Flex): Communications platform-as-a-service provider offering Twilio Flex as a programmable contact center. Competes with Five9 in digital-first and developer-driven contact center use cases, with strength in messaging channels and custom workflows rather than voice-heavy enterprise deployments.

Broad incumbents

• Cisco (Webex Contact Center): Broad incumbent offering Webex Contact Center as part of its collaboration portfolio. Competes with Five9 for enterprise customers already standardized on Cisco UC and networking infrastructure, leveraging cross-sell motion into existing Webex base.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/Five9
• YouTubeyoutube.com/user/five9
• Facebookfacebook.com/callcentersoftware
• LinkedInlinkedin.com/company/five9
• Instagraminstagram.com/five9_inc

Compliance8 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Subsidiaries1 record

Funding overview

Funding rounds10 records

Investors7 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A6 records

Investments1 record

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Five9