Five9, Inc., together with its subsidiaries, provides cloud software for contact centers in the United States and internationally. The company offers virtual contact center cloud platform that delivers a suite of applications, which enables the breadth of contact center-related customer service, sales, and marketing functions. Its solution enables its clients to manage these customer interactions across various channels, including voice, video, chat, email, website, social media, click-to-call, callback, and mobile channels, as well as through APIs; and provides natural language processing and automatic speech recognition solutions. The company serves customers in various industries comprising banking and financial services, business process outsourcers, consumer, healthcare, technology, and education. Five9, Inc. was incorporated in 2001 and is headquartered in San Ramon, California.
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Here are 1-3 brief analogies for Five9 (FIVN):
- Salesforce for customer service contact centers.
- Zoom for customer service teams.
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- 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.
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Five9 (FIVN) operates primarily as a **business-to-business (B2B)** company, selling its cloud contact center software and services to other businesses across various industries. Its solutions help companies manage customer interactions across multiple channels, improve agent productivity, and enhance customer experience.
While Five9 serves a broad range of businesses, including small, mid-market, and large enterprises, it does not typically disclose a definitive list of its "major" customers by name, especially in terms of their revenue contribution, due to client confidentiality. However, they do feature prominent customers in case studies and press releases.
Based on publicly available information and customer success stories, here are some notable companies that have been identified as Five9 customers:
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Name: Amazon.com, Inc.
Symbol: AMZN
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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.
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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.
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Five9 (symbol: FIVN) operates in substantial addressable markets for its main products and services, primarily focused on cloud contact center solutions and AI-powered automation.
The company's core offering, **Cloud Contact Center as a Service (CCaaS)**, has a significant global addressable market. The global CCaaS market is projected to reach $24 billion in 2025, with forecasts indicating growth to $24.45 billion by 2032, at a compound annual growth rate (CAGR) of 19% between 2025 and 2032. Other estimates suggest the global CCaaS market could generate $17.83 billion by the end of 2029, growing from $4.73 billion in 2022 at a CAGR of 19.28% from 2024-2029. Another projection indicates the global CCaaS market is expected to reach $48.6 billion by 2027, with a CAGR of 20.9% from 2020 to 2027. North America represents the largest share of this market. Specifically for Europe, the CCaaS market is anticipated to grow from $1.5 billion in 2024 to $3.7 billion by 2029, exhibiting a 20% CAGR.
Beyond traditional CCaaS, Five9 is also targeting a larger market through its **AI-powered automation** offerings. The company identifies a significant total addressable market (TAM) expansion opportunity by leveraging AI to address not only the cloud contact center software market but also a portion of the broader **contact center labor market**. This combined TAM, driven by AI, is expanding to $234 billion, up from $24 billion for traditional contact centers. The contact center labor market is estimated at $210 billion, and Five9 aims to address a part of this through its AI solutions.
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Five9 (FIVN) is expected to drive future revenue growth over the next 2-3 years through several key strategies:
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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.
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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.
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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.
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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.
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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.
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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.
