Five9 Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS and CLOUD TOP 500 Market Report

Five9 Strengths, Domain Expertise, and Key Differentiators

Five9 is renowned for its cloud-based call center applications tailored for Sales, Marketing, and Support operations, aiding providers like telemarketers and outsourcers in handling over three billion interactions each year. A standout feature is its comprehensive product lineup, encompassing inbound, outbound, and blended call center environments. Its pre-packaged integration with leading CRM applications like Salesforce and Oracle expands its utility, offering users a unified view of customer interaction issues.

Every year, Five9's installed base facilitates over three billion interactions with customers. Catering to enterprises spanning various sectors such as financial services, insurance, healthcare, consumer goods, and government, Five9's recent update introduces native multichannel applications. These applications support a range of interactions including social media, mobile, chat, and email. These multichannel capabilities are made possible by Five9 Connect, an intelligent technology layer that aids contact centers in assessing, prioritizing, and routing requests effectively.

Five9 Connect offers enhanced mobility for supervisors, facilitating personalized monitoring and reporting capabilities.

Five9 Recent Developments

In November 2023, Five9 introduced a solution specifically designed for the education sector, named Five9 OneStudent. This cloud-based contact center solution revolutionizes student engagement, enabling higher education institutions to adapt and flourish amidst unforeseen pressures and rapid shifts in student expectations.

With Five9 OneStudent, higher education institutions can:

- Interact with students through their preferred channels, including voice, SMS, chat, social, video, and more. - Enhance advisor productivity through omnichannel controls and seamless data integration, providing managers with improved visibility into performance. - Foster overall agility and scalability across all contact centers by transitioning operations to the cloud.

Five9 Mergers and Acquisitions (M&A) Activities

In August 2023, Five9 announced its acquisition of Aceyus, a company known for its robust data integration capabilities. Aceyus's software collects and normalizes customer data from various sources, facilitating smoother transitions to the Five9 platform while maintaining consistency in reporting and insights. This acquisition enhances Five9's offerings and streamlines large-scale cloud migrations for businesses.

In recent years, Five9 has undergone three acquisitions. Most notably, in November 2020, Five9 acquired Inference Solutions, now known as Five9 IVA, recognized as the leading Intelligent Virtual Agent (IVA) platform globally. With the onset of the global pandemic, customer engagement with brands via contact centers has surged. Traditionally, customers navigating contact centers encounter frustrating touch-tone menu systems or inefficient speech recognition, leading to frustration before speaking to a live agent. Consequently, in pursuit of delivering enhanced self-service experiences and alleviating pressure on agents, companies are increasingly turning to Intelligent Virtual Agents.

In February 2020, Five9 revealed its acquisition of Virtual Observer, now known as Five9 WFO. This acquisition expanded Five9's offerings to include Workforce Optimization solutions, encompassing Workforce Management (WFM), Quality Management, and Interaction Analytics.

Five9 Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Five9 applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Five9 and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Five9 Cloud, customers.

Five9 Key Enterprise and Cloud Applications

Five9 Cloud,

Five9 Revenues, $M:

Five9 Revenue Breakdown By Type, $M:

Five9 Enterprise Applications Revenues By Functional Markets, $M:

Five9 Enterprise Applications Revenues By Verticals, $M:

Five9 Revenues By Region, $M

Five9 Direct vs Indirect sales

Five9 Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Five9 Customers

No. of Five9 Customers: 2000+

No. of Five9 Enterprise Applications Customers: 2000+

No. of Five9 Cloud Customers: 2000+

No. of Five9 Cloud Subscribers: 3 million

Five9 boasts a customer base exceeding 2,000, with subscription sizes varying from under 10 agent seats to approximately 1,000 agent seats, facilitating approximately 3 billion customer interactions annually.

Its clientele includes a diverse array of companies such as Citrix, One on One Marketing, TMone, DirectBuy, NexRep, Medical Alert, OnBrand24, NJ 2-1-1, USCB America, Weed Man Roswell, Siemens, firstStreet, Phone.com, American Support, Gateway One, Open English, Olympus, Netsuite, Greenwood Hall, Invenio Solutions, Senior Health Solutions, Turnstyles Ticketing, Englishtown, Fast Fix 123, The Shipyard, Innovative Vision, Sentinel, RJR Technology, Straight Forward, and more.

Five9 Market Opportunities, M&A and Geo Expansions

In January 2023, Five9 announced the exciting launch of its European Research and Development Hub in Porto, Portugal, representing a significant opportunity for the company. Positioned as the European engineering headquarters, this hub is dedicated to pioneering advancements in artificial intelligence, software engineering, and cloud operations. With over 100 talented individuals currently onboard and plans for expansion to 300 employees soon, this initiative underscores Five9's commitment to innovation and growth. This strategic expansion not only strengthens the company's global presence but also reinforces its ability to deliver state-of-the-art cloud contact center and customer experience solutions to European clients and multinational corporations across the US and EMEA regions.

In January 2023, Five9 unveiled the inauguration of its European Research and Development Hub located in Porto, Portugal. This establishment serves as the company's European engineering headquarters, focusing on artificial intelligence, software engineering, and cloud operations. Currently, the office accommodates over 100 employees, both new hires and existing staff, with plans for expansion to 300 employees within the coming years. This new facility enhances the company's global presence, as Five9 remains committed to enhancing its capabilities to deliver cutting-edge cloud contact center and customer experience innovations to European clients and multinational corporations operating across the US and EMEA regions. In August 2021, Five9 became part of the Gartner Peer Insights Customer First Program for Contact Center as a Service. According to Gartner, Contact Center as a Service (CCaaS) refers to a Software as a Service (SaaS) application that empowers customer service organizations to comprehensively manage multichannel customer interactions, including self- and assisted service, from both customer experience and employee experience perspectives. CCaaS solutions serve as significant systems of differentiation, facilitating an adaptable and flexible delivery model with inherent capabilities across the key aspects of excellent customer service. Additionally, these solutions offer pre-packaged integrations with partner solutions via application marketplaces, fostering platform standardization throughout the customer service organization.

Five9 Risks and Challenges

Challenging economic circumstances, such as the effects of macroeconomic decline encompassing rising inflation, heightened interest rates, disruptions in the supply chain, reduced economic productivity, and fluctuations in currency rates, as well as the ramifications of the Russia-Ukraine conflict and other variables, could persistently affect our business adversely.

Concentrating on the contact center agent system segment within the CRM market, Five9 is banking on a consistent flow of replacement activities within telecom companies, financial institutions, retailers, and other enterprises.

Established providers of traditional computer telephony systems like Avaya, Cisco, Genesys, and similar entities are anticipated to intensify their focus on customer retention by transitioning to the Cloud. This shift could potentially disrupt Five9's growth strategy. Additionally, there's a growing concern about whether the increasing preference for customer self-service might dampen the prospects for growth in inbound call center automation opportunities.

Ultimately, Five9 may find it necessary to leverage its achievements in customer service and support to expand into related CRM sectors like sales and marketing automation. These segments are expected to become increasingly integrated, ideally provided by fewer vendors.

Five9 Ecosystem, Partners, Resellers and SI

In January 2023, MCM Telecom, XTT Mexico, and Five9 jointly announced MCM Telecom's inclusion in the Five9 network of Certified Integrated Network Partners (CINP). This certification equips MCM Telecom with comprehensive support to seamlessly integrate Five9 solutions for Enterprise and Mid-Market clients in Mexico. Furthermore, XTT, a value-added distributor for Five9 and MCM in the LATAM market, gains the capability to offer MCM Telecom's UCaaS solution, Symphony, integrated with the Five9 platform. The Five9 CINP certification enables partners to undergo certification in Five9 offerings, providing customers and partners with enhanced validation. The CINP program comprises defined standards across various areas, ensuring optimal integration and operation with Five9 solutions. These standards encompass regulatory compliance, infrastructure requirements, go-to-market alignment, and operational interlock.

Five9 has fostered a strong network of partners, including prominent CRM software vendors like Salesforce, Oracle, Microsoft, Zendesk, and NetSuite. Additionally, it collaborates with system integrators such as Bluewolf, Deloitte Consulting LLP, and PwC LLP. Other partners encompass analytics, workforce management, and performance management software vendors like NICE Systems, Inc., and Authority Software, as well as telephony providers such as AT&T Inc., Verizon Communications Inc., and Level3. Altura Communication Solutions, a nationwide provider of communication-enabled solutions and managed services, has recently teamed up with Five9.

With a wealth of expertise in providing effective and intricate call center solutions, Altura collaborates with top-tier technology vendors to provide their customers with a comprehensive array of solutions.

Five9 predominantly sells directly, while also collaborating with various vendors including Salesforce, NetSuite, Microsoft, Oracle, Birst, KomBea, LiveHelpNow, Plantronics, Contact Center Compliance, Velocify, NICE Systems, Bluewolf, and Snap Recordings.

Five9 Cloud Infrastructure Insights

Subscribe to read more about:

• Five9 Public Cloud and Infrastructure (IaaS)
• Five9 Platform (PaaS)
• Five9 Application Delivery
• Five9 Private Cloud and Data Centers

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: