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How IAA Transformed Its Contact Centre with Five9 AI

At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.

Big CX News from Five9, Cisco, Meta & More

The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta

Five9 Wins $100M Financial Services CCaaS Contract

Five9 has won a $100M CCaaS contract with a Fortune 100 financial services firm through Google Cloud Marketplace.

Why Thoma Bravo Should Buy Five9

Five9 has credible CCaaS but lacks native WFM, and Thoma Bravo already owns the other half of the solution. But does the deal makes sense?

Human Oversight Becomes Central to Five9's New Voice AI Strategy at CCW

Five9 launches Voice AI Agents to automate customer service, improve outcomes, and advance its broader Agentic CX strategy.

Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes

In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...

Big CX News from ServiceNow, Five9, Twilio & Microsoft

The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft

Five9 Bets on a Unified CX Platform as AI Reshapes Contact Centers

Five9 Q1 highlights AI momentum, unified CX platform strategy, and fixed commitments replacing seat-based contact-centre pricing.

Five9 Deepens Its ‘Multi-Agent’ Play With Assembled Workforce Management

Five9 expands its Fusion partner ecosystem by elevating Assembled and reselling its workforce management platform to support human and AI agent operations.

Five9 Expands Partner Ecosystem to Orchestrate the Multi-Agent Contact Center

Enterprise Connect: Five9 has launched a new Fusion partner program to connect AI agents, data, and enterprise workflows.

Five9 Positions AI at the Core of CX Transformation Strategy

Five9 reports Q4 growth as AI-powered CX platform drives enterprise adoption, bookings acceleration, and $100MN AI revenue milestone.

Genesys vs NICE vs Five9: Which CCaaS Platform Is Right for Enterprise Cloud and AI Strategy?

Genesys, NICE, or Five9? Compare control, compliance, AI, and speed to choose the CCaaS platform that fits your enterprise reality.

Five9 Expands Google Cloud Partnership for Unified Contact Center Solutions

Five9 and Google Cloud expand their partnership to deliver AI-driven customer experience solutions.

Five9 Appoints New CEO to Lead AI-Driven Strategy

Five9 names AI veteran Amit Mathradas as its new CEO as it sharpens its AI-powered CX strategy following a year of restructuring.

Five9 Targets CX Inefficiencies with New Genius AI Upgrades

Explore how Five9 Genius AI transforms contact centres with new updates in routing, quality management, and analytics.

Afiniti and Five9 Team Up to Bring Invisible AI to the Contact Center

In a move that underscores the growing sophistication of AI implementations in customer experience, Afiniti has partnered with Five9 to integrate its AI Pair...

ServiceNow Teams Up with Five9 to Drop Another Unified CRM-CCaaS Offering

ServiceNow and Five9 announced that their unified CCaaS-CRM offering is now generally available. As teased in November, the “Five9 Fusion for ServiceNow” sol...

Five9 CEO to Retire, Seeks an AI Innovator as His Replacement

Mike Burkland , CEO of Five9 , has announced his retirement, stating that it has been a "privilege and an honor to lead this amazing team of Five9ers." The n...

Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources

Since this article was first published, Five9 has confirmed its restructure in a statement to CX Today. It read: As part of our ongoing efforts to better ali...

NiCE, Genesys, & Five9 Have All Released AI Agent Studios, But What Should I Look Out For?

NiCE, Genesys, and Five9 have recently launched AI studios, supporting brands in building AI agents that interact with customers. From the outside, many of t...

Five9 Brings AI Agents to Market With a Shot of Trust and Governance: A Recap

At Customer Contact Week (CCW) 2025, Five9 introduced two major additions to its customer experience (CX) platform: AI Agents and AI trust & governance. Buil...

Five9 Introduces Agentic CX, Pinpoints Its Differentiators

At CCW 2025, Five9 unveiled Agentic CX, its latest AI-powered solution designed to revolutionize contact center operations. In an exclusive interview with CX...

Five9 Launches Agentic CX, Delivers the "Next Generation of Customer Experience"

Five9 has unveiled Agentic CX, an agentic AI platform for contact centers. The move follows the vendor's announcement of AI agents in November 2024. These ar...

Five9 Opens Up on Its Layoffs, Impacting “Most” Departments

Five9 has shared more insight on its recent job cuts, which affected four percent of its workforce. That represents approximately 120 employees let go. The C...

Five9 and Salesforce Announce a Unified CCaaS-CRM Offering

Five9 has strengthened its partnership with Salesforce to unify CCaaS and CRM software. In doing so, the two customer experience technology stalwarts release...

Five9 Confirms Its Second Round of Layoffs in a Year, Affecting 4% of Its Workforce

Five9 has confirmed that it has cut four percent of its workforce in a statement to CX Today. By doing so, the company will have lowered its headcount by app...

Five9 Announces Spotlight for AI Insights, Turns Interaction Data Into Actionable Insight

Five9 has announced its latest solution, Spotlight for AI Insights. Revealed at Enterprise Connect 2025, the solution uses generative AI (GenAI) to transform...

Five9 Taps Agentforce to Bring Industry-Specific AI Agents to CCaaS

Five9 is working more closely with Salesforce to support mutual customers in converging their service environments and implementing AI agents. The news comes...

Five9 Confirms Global Availability on the Google Cloud Marketplace

Five9 has announced the global availability of its solutions on Google Cloud Marketplace. Global businesses can now access and deploy Five9 through Google Cl...

Five9 Unveils Its New Brand Identity, Ushers the Future of AI-Human Collaboration

Five9 has unveiled a new brand identity to underscore how it's advancing in the age of AI. Sharing the news on LinkedIn , Niki Hall, Chief Marketing Officer ...

Five9 Strikes Major Partnerships with CallTower & Intradiem

As Five9 continues to strike significant partnerships, CX Today highlights some core details in the two most recent affiliations.

Five9 Introduces an ‘Industry-First’ Feature for Its Contact Center Integration with Microsoft Teams

Five9 has added an ‘industry-first’ bi-directional Microsoft Teams feature to its contact center integration, displaying real-time presence statuses to Five9...

Five9 Adds to Its Board, Appeases Investor That Reportedly Wants It to Sell Up

Five9 has confirmed that Sagar Gupta of Anson Funds has been appointed to the company’s Board of Directors, effective immediately. Gupta currently serves as ...

The Five9 CX Summit 2024: 3 Top Takeaways

2024 proved to be a massive year for AI and innovation at Five9. First came its GenAI Studio , which offered an industry-first platform to test and edit the ...

The Latest BIG News from Five9, Dialpad, Salesforce, & Zendesk

Another busy week in the CX space has seen an agentic AI offering from Five9, a revamped CCaaS platform from Dialpad, a recruitment drive from Salesforce, an...

Five9 Co-Innovates with ServiceNow, Unveils Its AI Agents

Five9 is making its unified routing and real-time transcription solutions available directly within the ServiceNow Customer Service Management (CSM) platform...

Five9 to Launch ‘New Paradigm’ AI Agents Next Week

Five9 will launch its “next generation” intelligent virtual agents next week, CEO Mike Burkland has revealed. Speaking on an earnings call with investors, th...

Five9 & Pindrop Announce an "Industry-First" Native Integration

Five9 has embedded authentication and fraud detection capabilities from Pindrop into its Intelligent CX Platform. Indeed, with the "industry-first telephony ...

Activist Investor Legion Pushes for Changes at Five9

Legion Partners has increased its stake in Five9, and sources from Reuters say it is immediately pushing for a board seat and cost-cutting measures. The inve...

Five9 & Verint Announce a New Integration, Take Their Partnership Beyond WFO

Five9 and Verint have strengthened their partnership, announcing a new Native Cloud-to-Cloud Platform Integration. The integration will allow mutual customer...

Big CX News from Zendesk, Cisco, Oracle & Five9

This week in CX has seen an "industry first" pricing model from Zendesk, acquisitions from Cisco and Five9, and promises of an "all-in-one" CX management sol...

Five9 Closes Its Acqueon Acquisition, Aims to Deliver an Orchestration Engine for All Customer Interactions

Five9 has confirmed that the company has finalized a deal to acquire orchestration specialist Acqueon. Five9 CEO Mike Burkland officially confirmed the purch...

Big CX News from NICE, Five9, Zoom & Webex

It's been another busy week in the CX space. The NICE CEO has had his say on Microsoft's CCaaS offering, there's been layoffs and resignations at Five9 and W...

Five9 to Layoff ≈180 Employees, Aims to Drive “Shareholder Value”

Five9 will reduce its workforce by seven percent, which equates to approximately 180 employees. The company revealed the news in an SEC filing , claiming tha...

Big CX News from NICE, Zendesk, Meta & Five9

This week in CX has seen a change in leadership at NICE, a new messaging app from Zendesk and Meta, and a financial milestone for Five9. Elsewhere, US Presid...

Five9 Hits $1bn in Annual Revenue Run Rate, AI & Automation Key to Success

Five9 has revealed that the company has surpassed $1 billion in annual revenue run rate. Announced during the organization’s Q2 2024 earnings call, CEO and C...

Five9 Set to Acquire Acqueon, Highlights Orchestration & Omnichannel Capabilities

Five9 has confirmed that it has reached a definitive agreement to acquire revenue execution specialist, Acqueon. The deal, which is set to close in the secon...

Calabrio and Five9 Combine Contact Centre Technologies

Calabrio and Five9 have partnered to offer customers a joint solution that brings together Calabrio's quality management and analytics capabilities with Five...

Big CX News from Five9, NICE, Oracle & Webex

It's been a busy week in the world of CX, with new releases from Five9 and NICE, alongside fresh integrations for Oracle, Webex, and Calabrio. Here are the e...

Five9 Expands Genius AI Suite with New GenAI Knowledge Tool to Boost CX

Five9 has announced its new AI Knowledge solution, the latest feature in the company’s Genius AI suite. Powered by generative AI (GenAI), the tool is designe...

Five9 Onboards Einstein AI, Achieves Landmark Salesforce Partner Status

The next generation of Five9 for Service Cloud Voice BYOT (Bring Your Own Telephony) is here. With it comes the capability to infuse Salesforce Einstein AI a...

Anson Funds Reportedly Urging Five9 To Consider Sale

Investment firm Anson Funds is allegedly urging Five9 to consider a sale. Reuters , citing sources close to the matter, reported that Anson Funds had amassed...

Five9 on the “Runaway Success” of Its AI Summaries Solution (Big CX Update 2024)

Watch on YouTube. CX Today's Susie Harrison talks to Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9. The video forms part of our Big CX...

Five9 Integrates Salesforce’s Einstein into its AI Suite

Five9 has revealed that its latest release of Five9 for Service Cloud Voice with Partner Telephony will include Saleforce’s Einstein. Einstein is a generativ...

Five9 Signs Its “Largest Deal Ever”, AI Bookings Rise By 15x

Five9 has signed its "largest deal ever" with a Fortune 50 company and prominent US bank, which serves 70MN customers worldwide. The win will generate over $...

Five9 Tightens Its Telephony Integration with Zendesk, Improves Voice Data Management

Five9 has tightened its telephony integration with Zendesk Talk Partner Edition, the CRM stalwart’s enterprise contact center solution. The solution offers a...

BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analyst...

CEO Chat: Mike Burkland, Five9

Watch on YouTube. Discover the latest insights and innovations in AI-driven customer experience solutions with Mike Burkland, CEO of Five9 , as he speaks wit...

Five9 Introduces the “First” Click-and-Customize GenAI Studio for Contact Centers

Five9 has launched an "industry-first" GenAI Studio that allows users to optimize the GenAI-powered capabilities they leverage within their unique contact ce...

Five9 Appoints Former Gartner Stalwart to Spearhead Global Growth

Five9 has announced the appointment of Steve Blood as the company’s new VP of Market Intelligence and Evangelism , as the CCaaS specialist aims to enhance it...