Five9 Named a Leader in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service for the Eighth Time
Five9 Recognized for Completeness of Vision and Ability to Execute
Five9 (NASDAQ:FIVN), provider of the Intelligent CX Platform, today announced that it has once again been positioned by Gartner as a Leader in the Magic Quadrant for Contact Center as a Service (CCaaS) for its Completeness of Vision and Ability to Execute. This marks the eighth time that Five9 has been recognized as a Leader, in our opinion, demonstrating the company's consistent innovation, trusted expertise, and proven ability to deliver exceptional customer experiences.
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions that help enterprises of all sizes – from midsize organizations to large enterprises with more than 10,000 agents – create connected, intelligent, and personalized experiences in the era of The New CX. The platform offers advanced AI and speech recognition features, widely adopted across the CCaaS industry, supported by experienced teams known for responsive service and Technical Account Management (TAM) expertise, and built on a cloud-native architecture tailored to support complex, large-scale contact center environments.
Gartner defines contact center as a service (CCaaS) as SaaS-based applications that enable organizations to manage customer interactions across multiple channels in a unified way, balancing both customer and employee experiences. According to the report, CCaaS solutions are evolving to seamlessly orchestrate self-service and agent-assisted interactions, reflecting the growing preference for digital and remote engagement while still supporting a mix of options to meet diverse needs. Gartner further highlights innovation across the industry, including AI-driven automation, advanced analytics to better understand intent and context, and deeper integrations with CRM and IT service management platforms — all designed to improve the quality of customer engagement while enhancing the employee experience.
"Helping our customers transform and elevate their customer experiences has been the guiding principle of Five9 from the very beginning," said Mike Burkland, CEO and Chairman of Five9. "We believe being named a Leader in the Gartner Magic Quadrant for the eighth time validates our strategy and underscores the trust that thousands of enterprises place in Five9. With our AI-driven platform, CX expertise, and unmatched market fit, we remain committed to building industry-defining solutions that empower organizations to connect with their customers in more meaningful, effortless, and impactful ways."
Magic Quadrant reports are the culmination of research in specific markets, providing a wide-angle view of the relative positions of the market competitors. A Magic Quadrant provides a graphical competitive positioning of four types of technology providers, in markets where growth is strong and differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries, and Niche Players. This research helps enterprises align vendor selection with their unique business and technology needs.
Receive your complimentary copy of the Magic Quadrant report here.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September, 2025.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Five9. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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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Hannah Blackington
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