Five9, a leading provider of the Intelligent Customer Experience (CX) Platform, has been honored by Opus Research in its recent Intelliview Report for its enterprise-oriented conversational AI and CX solutions. The report highlights the rising importance of customer experience as a key factor in building brand loyalty, warning that businesses unable to offer seamless, intelligent interactions risk losing customers quickly. Supporting this, the Five9-commissioned Business Leaders CX Report revealed that 84% of surveyed executives observed a significant increase in customer interactions over the past two years, underscoring the critical need for scalable AI-augmented CX technologies to meet growing customer expectations while reducing operational complexity.
Opus Research identifies Five9 as a “Pragmatist” in the industry, recognizing its integration of Generative AI into a sophisticated Contact Center as a Service (CCaaS) platform, complete with governance structures and enterprise-ready operational capabilities. This approach blends innovation with practical deployment, delivering advanced automation and orchestration that enable organizations to harness AI’s power effectively and securely.
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Andy Dignan, President of Five9, emphasized the challenges businesses face to innovate with AI while maintaining trust and compliance. He noted that this recognition from Opus Research validates Five9’s commitment to helping enterprises move past early experimentation and scale AI initiatives with confidence. By fostering trust, driving innovation, and enabling measurable outcomes, Five9 empowers organizations to realize AI’s true potential as a competitive advantage.
The report specifically praises Five9 for several strengths: its enterprise-ready conversational AI that is production-ready from day one with built-in governance and compliance; pragmatic innovation that combines state-of-the-art AI features with mature CCaaS capabilities to achieve faster returns on investment and minimize risks; strong performance in security, observability, and risk mitigation, making it a preferred solution in highly regulated industries; and unified orchestration that ensures smooth customer experiences across both self-service and live support channels.
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Opus Research points to a market shift toward “Pragmatic AI” AI designed for practical, real-world application with a focus on trust and governance in customer experience solutions. Five9 exemplifies how merging innovation with reliability not only drives cost efficiency but also creates scalable, secure, and impactful customer experiences that enhance business outcomes. Ian Jacobs, Vice President and Lead Analyst at Opus Research, describes Five9 as a pragmatic leader in enterprise AI, combining governance, orchestration, and proven CCaaS maturity. This unique combination provides organizations with a pathway to rapidly advance their AI capabilities while maintaining compliance, efficiency, and customer trust, positioning Five9 as a trusted partner for scaling AI initiatives confidently and without disruption.
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