Observed Signal · Aug 26, 2026 · Market Signal · Source: Five9 · Impact: 3.5/5
Five9 named a Leader in the 2026 IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service Platforms
Five9 named a Leader in the 2026 IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service Platforms (August 26, 2026)
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Five9 Named Leader in IDC MarketScape 2026
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.
NiCE Named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms
NiCE has been named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms, and also recognized as a 2026 Best Workplace for Innovators by Fast Company.
Genesys Recognized as a Leader in the 2026 IDC MarketScape for Worldwide Conversational Intelligence and Analytics
Genesys announced recognition as a Leader in the 2026 IDC MarketScape for Worldwide Conversational Intelligence and Analytics, along with new customer stories and blog posts on conversational intelligence and CX platform growth in Latin America.
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