Five9, a leading provider of the Intelligent CX Platform, has been recognized as a Leader in Gartner’s 2025 Magic Quadrant for Contact Center as a Service (CCaaS) for the eighth consecutive time. This prestigious placement highlights Five9’s consistent track record in combining visionary innovation with strong execution capabilities, underscoring the company’s position at the forefront of customer experience (CX) technology.
Powered by Five9 Genius AI, the Intelligent CX Platform offers a comprehensive suite of solutions tailored to organizations of all sizes, from midsize enterprises to large-scale operations with over 10,000 agents. The platform supports connected, intelligent, and personalized customer interactions across multiple channels. It incorporates advanced AI functionalities and speech recognition features widely adopted in the CCaaS market. Its cloud-native architecture is specifically designed to accommodate complex, high-volume contact center environments while providing reliable performance. The platform’s success is further supported by dedicated teams known for responsive service and expert Technical Account Management (TAM).
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Gartner defines CCaaS as SaaS applications that enable organizations to manage customer interactions seamlessly across various channels, balancing the needs of both customers and employees. According to the latest Magic Quadrant report, CCaaS solutions continue to evolve, increasingly orchestrating a hybrid of self-service and agent-assisted interactions. This evolution reflects a growing preference for digital and remote engagement options while maintaining flexible choices to address diverse customer preferences. The report also emphasizes industry innovation trends, including AI-powered automation, advanced analytics that improve understanding of customer intent and context, and deeper integration with CRM and IT service management platforms. These advancements aim to enhance the overall quality of customer engagement while simultaneously improving the employee experience.
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Mike Burkland, CEO and Chairman of Five9, stated that elevating customer experiences has been the guiding principle since the company’s inception. He affirmed that being named a Leader again validates Five9’s strategic direction and the trust placed in the company by thousands of enterprise clients. Burkland emphasized Five9’s commitment to building industry-defining solutions that enable organizations to create meaningful, effortless, and impactful connections with their customers.
Gartner’s Magic Quadrant is a critical market research tool that categorizes technology providers into four groups Leaders, Challengers, Visionaries, and Niche Players based on their completeness of vision and ability to execute. This comprehensive assessment guides enterprises in making informed vendor selections aligned with their unique business and technological needs.
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