Five9 has announced its quarterly results, having revealed that AI-driven solutions are central to its CX transformation strategy.
This comes after increased client interest in bridging the gap between AI and human agents to solve the data problem and create relationship-based experiences.
In his final earnings call at Five9, former CEO, Michael Burkland, shares the notable successes from the last quarter.
“We’ve grown Five9 from approximately $10 million in annual revenue to a $1.2 billion run rate, while enabling some of the largest brands in the world to transform their customer experience,” he said.
“These achievements are a testament to the talented team of Five9ers and our vision to be the leader in AI-powered CX.”
Transforming CX and Increasing Five9's Customer Base
By moving beyond traditional contact center models to a unified, AI-powered end-to-end CX platform, Five9 can capture and leverage conversational data across all customer interactions.
By implementing the data flywheel effect into its operations, Five9 expects to drive personalization and efficiency for its customer enterprise, continuously learning from each interaction and improving routing, automation, and AI performance over time.
“We are in the early stages of a long-term transition in the CX industry with multiple secular growth vectors driving a significantly expanding addressable market for our platform,” Burkland continued.
“At the core of our advantage is data, more specifically, conversational data. We capture every customer interaction across voice, digital and AI-driven channels.
“Therefore, our platform remembers every conversation, whether it was with a human agent or with an AI Agent through voice or digital.”
These continuous learning loops allow customers and agents to strengthen their interactions with personal, contextual, and connected relationship-based experiences rather than isolated events.
Five9 also announced significant growth in subscription revenue and customer base during the fourth quarter, driven by the acceleration of its enterprise AI and core CCaaS offerings.
With AI becoming a primary driver of revenue growth, product strategy, and industry transition, bookings have more than doubled year over year, contributing to both current growth and future potential.
“I’m also excited to report that our enterprise AI annual run rate revenue surpassed $100 million in the fourth quarter,” emphasized Burkland.
“And with our strong positioning in AI-powered CX, we believe we’re set up for continued success in 2026 and beyond.”
These results reportedly come from both new and existing customers, with 228 customers with over $1MN in ARR joining the subscription base in Q4, contributing to an expected acceleration in revenue growth for the second half of 2026.
Furthermore, the provider continues to see customers make increased commitments, with some enterprises contributing up to $10MN in ARR.