Here are 1-3 brief analogies for Five9 (FIVN):

• Salesforce for customer service contact centers.
• Zoom for customer service teams.

• Intelligent Cloud Contact Center Platform: Provides a comprehensive suite of cloud-based software for managing inbound and outbound customer interactions across various communication channels.
• AI and Automation Solutions: Offers artificial intelligence-powered tools, including virtual agents, intelligent routing, and agent assistance, to automate interactions and enhance agent productivity.
• Workforce Optimization (WFO): Delivers tools for managing agent performance, scheduling, quality assurance, and forecasting to optimize contact center efficiency and effectiveness.

• LPL Financial (NASDAQ: LPLA)
• TransUnion (NYSE: TRU)
• Vivint (NYSE: VVNT)

• Name: Amazon.com, Inc.
  Symbol: AMZN

Mike Burkland, Chief Executive Officer and Chairman

Mike Burkland joined Five9 in January 2008 as President and CEO, guiding the company through substantial growth and its IPO in 2014. He transitioned to Chairman of the Board in December 2017 and returned as CEO in November 2022. Before his tenure at Five9, Burkland served as CEO for several enterprise software and cloud companies. He successfully led three private companies through acquisitions by public companies. Burkland holds MBA and BA degrees from the University of California, Berkeley.

Bryan Lee, Interim Chief Financial Officer

Bryan Lee was appointed Interim Chief Financial Officer effective April 1, 2025. He joined Five9 in 2014 and has held numerous leadership roles within the finance department. Prior to Five9, Lee worked as a Vice President in J.P. Morgan's Technology Investment Banking group, where he provided strategic counsel on mergers and acquisitions, initial public offerings, and various financial transactions for technology clients. He earned a B.A. in Architecture from U.C. Berkeley and an MBA from U.C. Berkeley's Haas School of Business.

Jonathan Rosenberg, Chief Technology Officer and Head of AI

Jonathan Rosenberg joined Five9 in January 2019 and is responsible for driving technological innovation and overseeing the company's AI initiatives. His career in the telecommunications industry spans nearly 30 years, during which he previously served as CTO for the Collaboration Technology Group (CTG) at Cisco and as Chief Technology Strategist at Skype. Rosenberg is widely recognized as the primary author of the Session Initiation Protocol (SIP), which forms the basis for modern IP-based telecommunications. He holds bachelor's and master's degrees from MIT and a Ph.D. in electrical engineering from Columbia University.

Andy Dignan, Chief Operating Officer

Andy Dignan serves as the Chief Operating Officer at Five9. He is responsible for the company's operational execution.

Niki Hall, Chief Marketing Officer

Niki Hall serves as the Chief Marketing Officer at Five9, a position she has held since 2023. She is responsible for the company's marketing strategy and execution.

Here are the key risks to Five9's business:

1. Impact of AI on the Contact Center Market and Five9's Ability to Adapt: The transition to AI solutions in contact centers poses a risk if Five9 cannot successfully replace decreases in subscription revenue from traditional licenses with revenue generated from AI solutions. There is also a threat of "seat count reduction" among customers who adopt AI-based contact center solutions, which could shift tasks away from human agents and potentially impact Five9's revenue.
2. Intense Market Competition: The cloud contact center software market is highly competitive, with a growing number of players offering similar services. Five9 must continuously innovate and differentiate its offerings to maintain its market position and deliver superior technology and customer service.
3. Adverse Economic Conditions and Geopolitical Risks: Five9 operates in a global market susceptible to economic and geopolitical disruptions. Adverse economic conditions, such as inflation, high interest rates, and geopolitical conflicts, may harm consumer spending and business operations, which could negatively impact Five9's financial results.

Clear emerging threats to Five9 (FIVN) include:

• The aggressive entry and expansion of major cloud hyperscalers directly into the Contact Center as a Service (CCaaS) market. This includes offerings such as Amazon Web Services (AWS) Connect and Google's Contact Center AI Platform. These tech giants leverage their vast resources, global infrastructure, and integrated AI/ML capabilities, often with disruptive pricing models, to challenge established CCaaS pure-plays like Five9.
• The expansion of dominant Unified Communications as a Service (UCaaS) and CRM platform providers into the CCaaS space. This includes Microsoft with its Dynamics 365 Contact Center and deeper integration of contact center capabilities into Microsoft Teams, and Zoom with Zoom Contact Center. These players benefit from vast existing enterprise customer bases, deep integrations with other critical business applications, and the ability to offer comprehensive communication and customer engagement suites.

Five9 (FIVN) is expected to drive future revenue growth over the next 2-3 years through several key strategies:

1. Increased Adoption and Innovation in AI-Powered Solutions: Five9 is heavily focused on AI-driven solutions, with its enterprise AI revenue surging by 41% year-over-year in Q3 2025. Enterprise AI bookings also grew more than 80% year-over-year, contributing significantly to its backlog. The company has launched new AI-powered products and emphasizes its position as a platform for orchestrating end-to-end customer experience across both AI and human agents.
2. Continued Growth in High-Margin Subscription Revenue: Subscription revenue, which constitutes 81% of Five9's total revenue, grew 10% year-over-year in Q3 2025. This growth is primarily driven by the increasing adoption of AI solutions and cloud-based services. Management expects this shift towards higher-margin subscription revenue to continue, positively impacting profitability and overall revenue.
3. Expansion in the Enterprise Segment and Installed Base: Five9 has demonstrated strong performance in the enterprise market, reporting record enterprise bookings in Q4 2024 and achieving an all-time high in installed base bookings. The company continues to expand its go-to-market efforts and technology partnerships to capture larger clients, with customers generating over $1 million in Annual Recurring Revenue (ARR) representing more than 50% of its recurring revenue.
4. Strategic Technology Partnerships and Integrations: Five9 is actively expanding its strategic partnerships and integrations, particularly with major platforms like ServiceNow and Salesforce. The launch of solutions like Five9 Fusion for ServiceNow and Five9 Fusion for Salesforce are examples of turnkey AI-powered integrations designed to unify voice and digital interactions, enhancing customer service experiences and creating new sales channels.
5. International Expansion, Particularly in the EMEA Region: While having a global reach, Five9 is specifically positioning itself for growth in international markets. The company has been recognized in IDC's inaugural MarketScape for European Contact Center as a Service (CCaaS) and is preparing for key trends expected to redefine EMEA contact centers in 2026 and beyond, indicating a strategic focus on expanding its presence and market share in these regions.

Share Repurchases

• On November 6, 2025, Five9's Board of Directors authorized a share repurchase program for up to $150 million of common stock.
• This authorization includes a $50 million accelerated share repurchase agreement.

Outbound Investments

• Five9 entered into a definitive agreement to acquire Acqueon, a real-time revenue execution platform, on August 8, 2024.
• On October 29, 2020, Five9 announced the acquisition of Inference Solutions, an Intelligent Virtual Agent (IVA) platform.
• Five9 has made a total of seven acquisitions, including Aceyus in August 2023.

Capital Expenditures

• Capital expenditures for the last 12 months (as of Q3 2025 reporting) were -$28.01 million.
• For the second quarter of 2025, Five9's total capital expenditure was $17.22 million.
• Projected capital expenditures are $66 million for 2025 and $77 million for 2026.