Five9
Procurement partnerAbout
Five9 provides cloud-based contact center software and customer experience solutions. The company offers an Intelligent CX Platform that combines artificial intelligence, omnichannel communications, workforce engagement management, and analytics to help businesses deliver personalized customer experiences.
Details
VenSearch Intelligence
Ideal Customer
- Five9 targets mid-market and enterprise organizations, with a 50-seat minimum on all plans that structurally excludes very small businesses.
- The enterprise segment represents approximately 90% of Five9's total revenue, with the company increasingly focused on large enterprises requiring 500 to 10,000+ agent seats in regulated industries such as financial services, healthcare, BPO, and retail.
Key Differentiators
- Five9 positions itself as a pure-play cloud-native CCaaS provider—CCaaS has been its sole business since 2001—which it claims gives it architectural and focus advantages over legacy on-premises vendors that have migrated to cloud.
- It has been named a Gartner Magic Quadrant Leader for CCaaS for eight consecutive years (most recently in 2025), recognized for Completeness of Vision and Ability to Execute.
Industries Served
- Five9 serves a broad range of industries including healthcare (providers, insurance, medical companies), financial services and banking, retail and e-commerce, higher education, government, business process outsourcing (BPO), sales and telemarketing, collections, technology, and customer services.
- The company holds HIPAA and HITECH compliance attestations specifically supporting healthcare customers, and its TX-RAMP Level 2 certification demonstrates readiness for government and public sector deployments.
Service Coverage
- Five9 is a global CCaaS provider headquartered in San Ramon, California, with office locations across North America (San Ramon, San Francisco, Toronto), Europe (London, Munich, Porto, Madrid), and operations in the Asia-Pacific region.
- The company serves over 3,000 enterprise, mid-market, and SMB customers worldwide, with its revenue historically concentrated in the United States but with a growing international footprint spanning the UK, Australia, the Philippines, the Netherlands, Spain, Sweden, Brazil, Germany, Canada, and India—where it added two new data centers (Delhi and Mumbai) in October 2024.
Partnerships
- Five9 has a broad technology and channel partner ecosystem with 80+ technology partners and 1,400+ total global channel partners including master agents/technology solutions distributors (TSDs), resellers, system integrators, and ISVs.
- Key technology integrations include Salesforce (Summit-level partner status—only the second CCaaS vendor to achieve this), Microsoft (Teams, Dynamics CRM), ServiceNow, Oracle, Zendesk, Zoom, Google (available on Google Cloud Marketplace with Gemini AI integration), and Verint for workforce optimization.
Company Size & Ownership
- Five9 was founded in 2001 and is headquartered in San Ramon, California.
- As of the most recent data, the company has approximately 2,900–3,073 employees globally.
Compliance & Certifications
- Five9 maintains a robust compliance portfolio including SOC 2 Type 2, ISO/IEC 27001:2022, ISO/IEC 27017:2015, PCI DSS v4.0.1, HIPAA, HITECH, GDPR, CCPA/CPRA, PIPEDA (Canada), UK Data Protection Act, CSA STAR, Cyber Essentials (UK), C5 (Germany), DORA compliance, TX-RAMP Level 2 (Texas state government), and CPNI.
- Security standards are enforced through the Five9 Cloud Security Office, with team members holding certifications from ISACA, (ISC)², the Cloud Security Alliance, and the SANS Institute.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
14 offeringsAgent Assist
AI-powered tool that increases agent efficiency with real-time transcription, call summarization, and AI-driven assistance. Provides agents with scripted responses, valuable information, and personalized help during customer interactions.
AI Agents
AI agents that can reason, decide, and act autonomously to deliver consistent customer service outcomes. These agents work alongside human agents to handle routine interactions and provide hyper-personalized self-service experiences.
Cloud Migration Services
Migration services to help businesses move from on-premises contact center systems to the Five9 cloud platform. Includes cloud-to-cloud migration expertise and professional services support for seamless transitions.
Contact Center Software
Cloud contact center platform that enables omnichannel customer engagement, streamlines operations, and uses AI and automation to increase business agility. Provides agents with tools to deliver personalized customer service with scalability and flexibility.
CRM Integrations
Pre-built integrations with leading CRM solutions including Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk. Provides agents with customer data directly within their desktop interface for better service delivery.
Five9 Agent Desktop Plus
Single intuitive desktop interface that provides agents with complete customer context, history, and journey across all communication channels. Includes omnichannel experience, CRM integrations, and workforce optimization functionality.
Five9 Engagement Workflow
Customer service workflow platform that creates cohesive customer engagement strategies across self-service and agent interactions. Uses AI and customer data to understand intent and deliver tailored service experiences.
Five9 Global Voice
Global voice service that delivers clear, low-latency conversations with customers worldwide. Uses strategically placed Voice Edges and Core Edges to localize calls and minimize PSTN congestion for better call quality.
Five9 Intelligent CX Platform
A comprehensive cloud-based contact center platform that unifies data, automates routine work, and integrates with existing tools to deliver connected customer experiences. The platform includes AI capabilities, omnichannel communications, and workforce management features.
Five9 Reporting and Analytics
Contact center analytics software that unifies scattered data to provide real-time and historical insights. Features customizable dashboards, 140+ pre-built reports, and advanced data aggregation from CCaaS, CRM, WEM, and AI workflows.
Five9 Supervisor Plus
Browser-based supervisor dashboard that provides real-time monitoring of contact center operations. Features customizable views, multi-conditional alerts, campaign management, and workforce optimization integration for team management.
Intelligent Virtual Agent (IVA)
AI-powered virtual agents that provide self-service across web, chatbot, voice, SMS, or WhatsApp channels. Can be deployed to provide 24x7 support and easily integrate with existing contact center solutions.
Professional Services
Expert guidance and proven practices provided by trusted advisors at every step of the customer journey. Includes implementation support, training, and ongoing assistance to maximize success with Five9 solutions.
Workforce Engagement Management
Comprehensive workforce optimization solution that includes quality management, workforce management, interaction analytics, performance management, and gamification to boost agent performance and customer satisfaction.
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