Five9
Cloud contact-centre software with AI, analytics and telephony.
Available information varies by company and source.
Profile record updated:
Company facts
- Official name
- Five9, Inc.
- Entity type
- COMPANY
- Founded
- 2001
- Headquarters
- 3001 Bishop Drive, Suite 350, San Ramon, CA 94583
- Company size
- 1,001–5,000
- Market role
- B2B SaaS Provider
- Ticker
- FIVN
- Official website
- five9.com
What Five9 does
Five9 operates a B2B SaaS model centred on cloud contact-centre software. It sells a core platform for omnichannel customer interaction handling, then expands revenue within accounts through modular products such as conversational AI, analytics, workforce engagement management, outbound campaign tools, workflow orchestration and telephony. Value is created by replacing fragmented on-premise or single-channel customer-service stacks with a unified cloud platform that integrates with CRM, communications and backend systems.
Category differentiation
Five9 is not an advertising or martech platform; it is a B2B cloud contact-centre and CX software vendor. It should be distinguished from unified communications vendors that focus primarily on internal business telephony rather than contact-centre operations.
Strategic context
AI-supported assessment from the existing company research; distinguish interpretation from sourced facts.
Five9 is a US-listed B2B software company that provides cloud contact-centre and customer-experience infrastructure. Its core offering is a contact centre as a service platform that unifies inbound, outbound, voice, chat, email and social interactions, with adjacent products for conversational AI, analytics, workflow automation, workforce engagement, outbound dialling, telephony and integrations. Its customers are enterprise and mid-market organisations running customer service, sales, collections and support operations. The company primarily makes money through recurring SaaS subscriptions, typically tied to agent seats, platform modules and enterprise packages, with additional usage-based revenue from telephony and interaction volumes. Five9 creates value by acting as the operational system of record for contact-centre workflows and then expanding account value through AI, analytics, workforce tools and partner integrations.
Company news briefing
Briefing updated:
Following recent leadership transitions under CEO Amit Mathradas, Five9 has been named a Leader in the 2026 IDC MarketScape for Agentic CCaaS, validated by its Humantic CX vision and Genius AI platform. The firm continues to expand its agentic self-service capabilities through the launch of Voice AI Agents featuring a proprietary "Agentic Voice Switch", while deepening CRM interoperability via ServiceNow Australia certification. These developments reflect Five9’s 2026 research showing high AI adoption and ROI, as the company prioritises operational efficiency and secure cloud-native transitions for its global enterprise clients.
Business model & monetisation
The company uses a recurring subscription model for its core CCaaS platform, with pricing likely based on agent seats, feature tiers and enterprise packages. It layers on module-based upsells for AI, interaction analytics, workforce engagement, workflow automation and outbound campaign management. It also generates usage-based revenue from telephony services such as voice minutes, number provisioning and related carrier services, plus potential services or premium support revenue around implementation and enterprise deployments.
- Core contact-centre platform subscriptions
- Software Subscription
- AI, analytics and workforce module upsells
- Software Subscription
- Telephony usage and number provisioning
- Pay-per-Use
- Support, enterprise packages and related services
- Service Fee
Products & capabilities
No products with linked sources are available in this view.
Products & market categories
Competitors & alternatives
- 247.ai
AI customer experience software and outsourced contact-centre services.
- Ada
Enterprise conversational AI for automated customer support.
- Zendesk
Customer service software for ticketing, automation and AI support.
- Observe.ai
Enterprise AI software for contact-centre automation and analytics.
- ASAPP
AI-native customer experience software for enterprise contact centres.
Side-by-side comparisons
Recent recorded signals
Dates refer to the source publication. Older entries are historical context, not evidence of a new event.
Five9 Named Leader in IDC MarketScape 2026
Customer Experience (CX) / Voice of Customer (VoC) · Recorded impact score: 2/5
Five9 announced it was named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment. IDC evaluated vendors on capabilities such as omnichannel routing, API-first integrations, orchestration, knowledge management, workforce engagement, and analytics. Five9 highlighted its Humantic CX vision and Intelligent CX Platform (powered by Genius AI), noting an LLM-agnostic architecture, enterprise-scale reliability (99.999% uptime), voice presence in 140+ countries, and 88+ certifications including SOC 2 Type II, HIPAA, and PCI-DSS. IDC recommended Five9 for midmarket and enterprise buyers across financial services, healthcare, retail, and BPO that prioritize cloud-native CCaaS with deep CRM integrations (notably Salesforce and ServiceNow). Quotes from Five9 CEO Amit Mathradas and IDC research manager Michelle Morgan appear in the release.
- Five9 was named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment (#US54117326, August 2026).
- IDC evaluated CCaaS vendors on omnichannel routing, API-first integration, orchestration engines, knowledge management, workforce engagement, and analytics/reporting.
Five9 Raises AI Growth Outlook to 60% After Strong Q2
Financials · Recorded impact score: 4/5
Five9 reported Q2 2026 revenue of $312.4 million, up 10% year-over-year, and subscription revenue growth of 14%. AI revenue accelerated 78% to $39 million, now representing 15% of subscription revenue, prompting the company to raise its full-year AI growth outlook to at least 60%. CEO Amit Mathradas highlighted a five-year, roughly $100 million total-contract-value deal with a Fortune 100 financial services firm, closed via the Google Cloud Marketplace, and argued that Five9's voice and routing heritage differentiates it from AI point solutions. The company also made three executive hires to shift from product-selling to platform-and-outcomes selling, and emphasized a growing trend of on-premises customers migrating to cloud to support agentic voice AI.
- Five9 reported Q2 2026 revenue of $312.4 million, up 10% year-over-year.
- AI revenue reached $39 million in Q2, up 78% year-over-year, and now constitutes 15% of subscription revenue.
Upgrade with Confidence: Five9 Is Certified for the ServiceNow Australia Release
Recorded impact score: 4/5
Delivering exceptional customer experiences (CX) isn’t just about having the right tools; it’s about ensuring those tools work together seamlessly. Agents need a unified, intelligent workspace that empowers them to resolve issues quickly, efficiently and empathetically. That’s why Five9 and ServiceNow have built this partnership around a shared commitment of removing operational friction and bridging the gap between your contact center and your core system of record.
Five9 Announces Inducement Awards Under Nasdaq Listing Rule 5635(c)(4)
Recorded impact score: 3/5
Five9 Announces Inducement Awards Under Nasdaq Listing Rule 5635(c)(4)
AI adoption hits 90% in CX, deployment paths diverge
Customer Experience (CX) / Conversational AI · Recorded impact score: 3/5
Five9’s “2026 Business Leaders CX Report” finds 90% of customer experience (CX) organizations are piloting or deploying AI, but there is no consensus on governance or deployment architecture. Respondents are split among end-to-end platforms, hybrid setups, and best-of-breed solutions. Infrastructure trends favor flexibility: 84% are transitioning from on-premises to cloud and 74% operate hybrid customer care environments (16% fully cloud, 10% fully on-premises). Data security is the top implementation concern (31%), followed by reliability, scalability, and customer consent (27%). Early AI deployments focus on operational efficiency—self-service automation (42%), quality management (41%), and speech/text analytics (40%)—while customer-facing use cases like knowledge authoring (30%), journey analytics (28%), and personalization (26%) lag. Roughly nine in 10 respondents report positive ROI across AI use cases, shifting the conversation toward operational execution, governance, and trust.
- 90% of CX organizations are piloting or deploying AI (Five9’s 2026 Business Leaders CX Report).
- 74% operate hybrid customer care environments; 16% are fully cloud-based and 10% are entirely on-premises.
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Questions about Five9
What is Five9?
Five9 is a public B2B software company that provides cloud contact-centre and customer-experience technology, including routing, AI, analytics, workforce tools and telephony.
Who uses Five9?
It is used by enterprise and mid-market organisations running customer service, sales, collections and support teams, along with CX leaders, IT teams and contact-centre operations staff.
How does Five9 make money?
Five9 earns revenue mainly from recurring SaaS subscriptions for its contact-centre platform and add-on modules, plus usage-based telephony charges and related enterprise services.
Sources & coverage
This profile uses public, official and technically observable information. Missing information does not prove that a product or relationship does not exist. The list below does not imply that every profile statement has been verified.
16 publicly documented primary sources and citations linked across the market graph.
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