Five9 has announced its quarterly results, having revealed that AI-driven solutions are central to its CX transformation strategy.
This comes after increased client interest in bridging the gap between AI and human agents to solve the data problem and create relationship-based experiences.
In his final earnings call at Five9, former CEO, Michael Burkland, shares the notable successes from the last quarter.
“We’ve grown Five9 from approximately $10 million in annual revenue to a $1.2 billion run rate, while enabling some of the largest brands in the world to transform their customer experience,” he said.
“These achievements are a testament to the talented team of Five9ers and our vision to be the leader in AI-powered CX.”
Transforming CX and Increasing Five9’s Customer Base
By moving beyond traditional contact center models to a unified, AI-powered end-to-end CX platform, Five9 can capture and leverage conversational data across all customer interactions.
By implementing the data flywheel effect into its operations, Five9 expects to drive personalization and efficiency for its customer enterprise, continuously learning from each interaction and improving routing, automation, and AI performance over time.
“We are in the early stages of a long-term transition in the CX industry with multiple secular growth vectors driving a significantly expanding addressable market for our platform,” Burkland continued.
“At the core of our advantage is data, more specifically, conversational data. We capture every customer interaction across voice, digital and AI-driven channels.
“Therefore, our platform remembers every conversation, whether it was with a human agent or with an AI Agent through voice or digital.”
These continuous learning loops allow customers and agents to strengthen their interactions with personal, contextual, and connected relationship-based experiences rather than isolated events.
Five9 also announced significant growth in subscription revenue and customer base during the fourth quarter, driven by the acceleration of its enterprise AI and core CCaaS offerings.
With AI becoming a primary driver of revenue growth, product strategy, and industry transition, bookings have more than doubled year over year, contributing to both current growth and future potential.
“I’m also excited to report that our enterprise AI annual run rate revenue surpassed $100 million in the fourth quarter,” emphasized Burkland.
“And with our strong positioning in AI-powered CX, we believe we’re set up for continued success in 2026 and beyond.”
These results reportedly come from both new and existing customers, with 228 customers with over $1MN in ARR joining the subscription base in Q4, contributing to an expected acceleration in revenue growth for the second half of 2026.
Furthermore, the provider continues to see customers make increased commitments, with some enterprises contributing up to $10MN in ARR.
Appointments and Partnerships
Having taken up the position in February, Five9 CEO, Amit Mathradas, was selected to lead Five9 as a unified CX platform.
The newly appointed CEO reflected on the previous quarter’s results in comparison to where he sees the provider going.
“I believe we have a large opportunity in front of us and that we have the right foundation to capture more of it,” he said.
“I strongly believe that over the long term, customers will look to Five9 for a unified CX platform that can solve their agentic and traditional human needs.”
As part of his strategic vision for Five9, Mathradas plans to drive efficiency in an environment where human agents, systems, and software agents work together, as well as planning to use AI to unlock new capabilities and experiences for the company.
“This multi-agent world uniquely positions Five9 to drive efficiency, elevate customer experience for all our customers,” he explained.
“From a communication standpoint, you should know that I will be clear on what’s working, what is not and what we are doing to improve it.”
Furthermore, last quarter, Five9 accomplished its partner-first strategy with the expansion of its collaboration with Google Cloud.
This partnership allowed customer enterprises to access unified AI and contact center capabilities for faster resolutions and effective engagement
By enabling Five9 enterprise customers to deploy AI in production faster, this ensured end-to-end orchestration.
As a result of its partner-first strategy, Five9 doubled its number of partners certified to implement its service at the end of 2025, as well as 80% of its business becoming partner-influenced.
Andy Dignan, President at Five9, highlights how Five9’s ecosystem model is strengthening sales execution, supporting large enterprises during transformation, and speeding up AI deployment.
“Our balanced route-to-market model is working. Partners are leading complex transformations, accelerating AI adoption and delivering outcomes faster than ever.”
Five9 Key Earnings Results
Five9 saw strong subscription growth at the end of 2025, with its large-enterprise customer base contributing substantially to its growth during the fourth quarter:
- As Amit Mathradas takes over as CEO, the company celebrates a $100MN annual run rate in its enterprise AI sector, growing 50% year over year.
- Total Revenue reached $300MN, representing 8% year on year growth.
- Subscription Revenue makes up 82% of the total revenue achieved in Q4.
- The 228 customers with $1MN in ARR grew their subscription revenue by 24%, accounting for 59% of total subscription revenue.
