Opus Research Recognizes Five9 for AI Innovation, Trust, and Scalable CX Delivery

New report emphasizes Five9 strengths in enterprise-ready conversational AI

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform, today announced that it has been recognized by Opus Research in its latest Intelliview Report for its enterprise-focused approach to conversational AI and CX delivery.

Independent analysis by Opus Research explores current trends in CX transformation, noting that customer experience has become a key competitive differentiator for brand loyalty, and enterprises that are unable to deliver seamless and intelligent interactions may risk losing customers quickly. According to the Five9-commissioned Business Leaders CX Report, 84% of surveyed business leaders reported a significant increase in customer interaction volumes over the past two years. The findings underscore the need for scalable, AI-enhanced CX solutions that help businesses meet rising expectations while reducing friction and operational complexity. Identified by Opus Research as a “Pragmatist,” Five9 embeds Generative AI into a mature CCaaS platform with governance frameworks and enterprise operational readiness built in – blending innovation with pragmatic delivery to provide advanced automation and orchestration.

“Enterprises today are under intense pressure to innovate with AI while ensuring trust, compliance, and business outcomes,” said Andy Dignan, President, Five9. “This recognition from Opus Research affirms our role as a trusted partner in helping organizations move beyond AI experimentation and scale with confidence. By providing more trust, innovation, and measurable outcomes, Five9 empowers enterprises to navigate the hype cycle and unlock AI’s true impact as a driver of competitive advantage.”

Key findings from the report recognize Five9 for its innovative approach, including:

• Enterprise-Ready AI: Delivers conversational AI that is production-ready from day one, complete with governance, guardrails, and compliance frameworks.
• Pragmatic Innovation: Blends cutting-edge AI features with proven CCaaS maturity, enabling faster ROI and reduced implementation risks.
• Trust & Governance: Five9 earned top-tier scores in security, observability, and risk mitigation, making it a strong choice for regulated industries.
• Unified Orchestration: Ensures seamless context continuity and orchestration across self-service and live channels, reducing customer friction and improving resolution rates.

Opus Research’s analysis signals a market shift toward “Pragmatic AI” – AI designed for practical application to help solve real-world problems – supporting higher standards for trust and governance in AI-powered CX. By combining innovation with reliability, Five9 demonstrates how AI can help drive business outcomes beyond cost savings – enabling scalable, secure, and impactful customer experiences.

“Five9 has carved out a spot as a pragmatic leader in enterprise AI,” said Ian Jacobs, VP & Lead Analyst at Opus Research. “It's blending governance, orchestration, and real-world results with the kind of CCaaS maturity enterprises already trust. That combination gives companies a way to move fast with AI innovation—without losing sight of compliance, efficiency, or customer trust. It’s why Five9 is becoming a go-to partner for organizations that want to scale AI with confidence, not chaos.”

To learn more, view the full report here.

The above findings are derived from the Opus Research Intelliview Report. All opinions and conclusions are those of the original authors. This press release may contain forward-looking statements. Actual results may differ materially from those projected or implied. Five9 does not guarantee any outcomes related to the use of its services. All trademarks and product names are the property of their respective owners.

About Five9

Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience. For more information, visit www.five9.com

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