Five9
Five9, Inc. is an American Software company headquartered in San Ramon, California, that develops cloud-based contact center software. Its products are delivered through a software-as-a-service model in the Contact center as a service (CCaaS) category, and support customer interactions across voice, chat, email, social media, SMS, and mobile channels. The company is publicly traded on the Nasdaq under the ticker symbol FIVN.
The company's name refers to the "five nines" (99.999%) uptime standard associated with telecommunications reliability. Five9 reported revenue of approximately US$1.04 billion for the fiscal year ending December 31, 2024, the first year its revenue surpassed US$1 billion.
History
Five9 was incorporated in 2001 in San Ramon, California, to provide cloud-based contact center software as an alternative to on-premises systems. Mike Burkland became chief executive officer in 2008 and led the company through its initial public offering on the Nasdaq in 2014 under the ticker symbol FIVN. Burkland stepped down as CEO in 2017 following a cancer diagnosis but remained chairman of the board; Rowan Trollope served as CEO from 2018 until 2022, when Burkland returned to the role.
In July 2021, Zoom Video Communications announced an agreement to acquire Five9 in an all-stock transaction valued at approximately US$14.7 billion. The deal was terminated by mutual agreement in September 2021 after it failed to receive the required approval from Five9 stockholders, who were dissatisfied with the offer's premium following a decline in Zoom's share price; Five9 continued to operate as an independent company.
Five9 surpassed US$1 billion in annual revenue in 2024 and reported revenue of about US$1.1 billion for 2025. In July 2025, Burkland announced his intention to retire from the CEO role, and in December 2025 the company named Amit Mathradas as his successor, with Mathradas taking office in February 2026 and Burkland becoming executive chairman. The company also changed chief financial officers in 2025, with Bryan Lee succeeding the retiring Barry Zwarenstein.
Products and services
Five9's principal offering is the Five9 Intelligent CX Platform, a cloud contact center suite that combines telephony functionality with omnichannel customer engagement and automation tools. Reported components of the platform include automatic call distribution and routing, interactive voice response (IVR), an Intelligent Virtual Agent (IVA), outbound dialers, workforce management and workforce engagement management, agent assist tools, and reporting and analytics. The company markets artificial intelligence features—including conversational AI, generative AI, and real-time transcription—under the Genius AI branding. Five9 serves customers in industries such as financial services, business process outsourcing, retail, health care, and education.
Technology
Five9 operates a cloud-native platform built on the SaaS model and uses Voice over IP for voice communications. Analysts have noted that contact center buyers increasingly evaluate vendors on integration with the broader enterprise technology stack, and Five9's platform integrates with third-party customer relationship management systems and other enterprise applications.
Acquisitions and partnerships
Five9 has expanded its platform through several acquisitions. In 2020, it acquired the Intelligent Virtual Agent company Inference Solutions. In 2023, it acquired Aceyus, a Charlotte, North Carolina–based provider of contact center data integration and analytics. In August 2024, Five9 announced the acquisition of Acqueon, a Dallas-based outbound and "revenue execution" engagement company that had previously been a Five9 partner; the financial terms were not disclosed. Five9 maintains technology partnerships and integrations with enterprise software vendors in the CRM and customer-experience space.
Market position
Five9 competes in the CCaaS market against vendors including NICE Ltd, Genesys, Amazon Connect, Talkdesk, 8x8, and others. In the September 2025 Gartner Magic Quadrant for CCaaS, which evaluated nine vendors, Five9 was placed in the Leaders quadrant alongside NICE, Genesys, Amazon Connect, and Talkdesk. Forrester's corresponding evaluation classified Five9 as a "Strong Performer."
Criticism and controversies
In 2026, several shareholder law firms announced investigations into Five9, and the company faced a shareholder lawsuit alleging misrepresentation; such investigations and suits, which are commonly filed against public companies after share-price declines, had not been resolved as of mid-2026. Despite consistent revenue growth, Five9 has at times reported GAAP net losses on a full-year basis even while posting non-GAAP profits.
See also
- Call centre
- Customer relationship management
- Cloud computing
- List of NASDAQ-100 companies