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Five9: From CCaaS to Agentic CX

Publisher IDC
Published Oct 13, 2025
Length 4 Pages
SKU # IDC20481054

Description

This IDC Market Note presents highlights from Five9's 2025 analyst summit in Mexico. Five9 is transitioning from a cloud-native CCaaS provider to an AI-native platform, focusing on agentic AI to drive hyper-personalized, efficient customer experiences. The company's strategy includes new solutions, architectural overhaul, new pricing, and partner-led delivery, aiming for significant growth. IDC views this transformation as well aligned with industry trends toward automation and personalization, with strong potential in Europe due to Five9's emphasis on governance, compliance, and measurable ROI.

Table of Contents

4 Pages

Executive Snapshot

In This Market Note

Event Overview

Context and Future Vision

Products and Solutions

Architecture

Go-to-Market and Pricing

IDC's Point of View

Market Implications

Differentiation

Leadership Transition

Implications for Europe

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