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Five9 Named a Leader in the 2026 IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service Platforms

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  • Five9 has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment.
  • The evaluation assessed vendors on core capabilities including omnichannel routing, API-first integration, orchestration, knowledge management, workforce engagement, quality oversight, & analytics.
  • IDC highlighted Five9 as well-suited for midmarket & enterprise organizations in financial services, healthcare, retail, & BPO seeking a pure-play, cloud-native platform.
  • The report noted Five9's strong CRM integrations, particularly with Salesforce & ServiceNow, along with a large partner ecosystem.
  • Five9's Intelligent CX Platform is powered by Genius AI, utilizing an LLM-agnostic architecture to learn from every interaction.
  • The platform offers 99.999% uptime, voice infrastructure in over 140 countries, & 88+ certifications including SOC 2 Type II, HIPAA, & PCI-DSS.
  • CEO Amit Mathradas stated the recognition reflects investments in Humantic CX, a vision where AI handles routine tasks so humans can focus on complex moments.
  • IDC research manager Michelle Morgan cited Five9's disciplined R&D approach & track record of translating customer feedback into platform improvements as key factors for its Leader status.
  • Five9 currently serves more than 4,000 customers across 140+ countries with a cloud-native platform built since 2001.