Five9: From CCaaS to Agentic CX

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.