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Five9, Inc. (Ticker: FIVN) is a leading provider of intelligent cloud contact center solutions, specializing in helping organizations transition from legacy on-premise systems to its cloud-based platform. The company offers a comprehensive suite of tools that enable businesses to manage and optimize customer interactions across multiple channels, including voice, chat, email, web, social media, and mobile. Its solutions are designed to enhance customer experience and improve agent productivity through real-time data integration and seamless connectivity with enterprise applications like CRM software.
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Virtual Contact Center (VCC) Cloud Platform - Provides a scalable, cloud-based solution for managing customer interactions across multiple channels, including voice, chat, email, web, social media, and mobile, with minimal upfront investment.
- Real-Time Data Integration - Delivers relevant customer data to agents by integrating with enterprise applications like CRM software, enhancing productivity and customer satisfaction.
- Customization and Scalability - Offers tailored configurations and features to meet the needs of larger organizations with complex requirements.
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Technological Innovation Solutions - Focuses on developing and selling incremental and new solutions to address the rapidly evolving contact center software market.
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Strategic Connectivity Services - Relies on partnerships with telecommunications and internet service providers to ensure reliable connectivity for clients.
| Name | Position | External Roles | Short Bio | |
|---|---|---|---|---|
Michael Burkland ExecutiveBoard | Chief Executive Officer | Michael Burkland is the Chief Executive Officer of Five9, Inc. since November 28, 2022 and also serves as the Chairman of the Board since February 2014. He previously served as CEO from January 2008 to December 2017 and as President from January 2012 to December 2017. | View Report → | |
Andy Dignan Executive | President | Andy Dignan is the President of Five9, Inc. since March 10, 2025. Previously, he served as Chief Operating Officer from November 9, 2023, and held key roles such as Chief Customer Officer and Senior Vice President, Professional Services at Five9. | ||
Barry Zwarenstein Executive | Chief Financial Officer | Board Member of ON24, Inc. (since September 2020) ; Board Member of JFrog Ltd. (since December 2019) | Barry Zwarenstein is the Chief Financial Officer of Five9, Inc. since January 2012. He served as Interim CEO from December 2017 to May 2018. | |
Panos Kozanian Executive | Executive Vice President of Product Engineering | Panos Kozanian is Five9's Executive Vice President of Product Engineering since July 2022 and previously served as Executive Vice President of Cloud Operations starting in February 2021. He spent 14 years at Cisco leading the Webex platform team. | ||
David Welsh Board | Lead Independent Director | Partner and Head of Tech Growth Equity at KKR | David Welsh is the Lead Independent Director at Five9, Inc. since February 2014. He has served on the Five9 Board since January 2011 (also from May 2005 to March 2007), and he brings extensive experience in venture capital, corporate strategy, and business development from roles at companies such as KKR and Adams Street Partners. | |
Jack Acosta Board | Chairperson of the Audit Committee | Board Member at Rimini Street, Inc. | Jack Acosta has served on the Board of Directors at Five9, Inc. since April 2011 and currently serves as the Chairperson of the Audit Committee, bringing extensive experience from his prior roles as CFO and financial leader in the software industry. | |
Jonathan Mariner Board | Class III Director | Founder and President of TaxDay, LLC; Board Member and Chair of the Audit Committee at Tyson Foods, Inc.; Board Member and Chair of the Audit Committee at Rocket Companies, Inc. | Jonathan Mariner serves as a Class III Director on the Five9, Inc. Board since May 24, 2023 and is a member of the Audit Committee. He brings extensive financial leadership experience from roles such as CFO at Major League Baseball and leadership positions in professional sports and technology. | |
Julie Iskow Board | Member of the Board of Directors | President and CEO of Workiva Inc.; Director at Workiva Inc. | Julie Iskow serves as a Board Director at Five9, Inc. since February 2023. She is an experienced executive in the technology sector, currently serving as the President and CEO of Workiva Inc. since April 2023 while also holding board roles at Workiva. | |
Maria Walker Board | Class I Director | Maria Walker was appointed to the Board of Directors of Five9, Inc. on May 21, 2024. Previously, she served as CFO at Patient Square Capital, CFO at Montes Archimedes Acquisition Corp, CEO at Recuerdo Therapeutics, and held leadership roles at KPMG U.S.. | ||
Michael Burdiek Board | Member of the Board of Directors | Member of the Board of Directors at DocGo, Inc. | Michael Burdiek has been serving as a member of the Board of Directors at Five9, Inc. since September 2015. He has previously held executive roles, including CEO positions at CalAmp Corp and Motion Acquisition Corp, and he currently serves as a Board member at DocGo, Inc.. | |
Mr. Gupta Board | Class III Director | Portfolio Manager and Head of Active Engagement at Anson Funds | Mr. Sagar Gupta has served as a Class III Director of FIVN since December 8, 2024 with his term expiring at the 2026 annual meeting. He brings extensive expertise from his current role as Portfolio Manager and Head of Active Engagement at Anson Funds. | |
Robert Zollars Board | Member of the Board of Directors | Senior Advisor at Frazier Healthcare Partners (since November 2014) | Robert Zollars has served as a Member of the Board of Directors at Five9, Inc. since December 2013, where he also chairs the Compensation Committee and serves on the Nominating and Governance Committee. He brings extensive executive leadership experience from prior roles at companies like Vocera Communications and Change Healthcare. | |
Susan Barsamian Board | Board Director | Board of Directors of GEN Digital, Inc.; Board of Directors of Box, Inc.; Board of Directors at Kansas State University Foundation | Susan Barsamian has served as a member of the Board of Directors at Five9, Inc. since January 2021, where she also serves on the Audit and Compensation Committees. She brings extensive leadership experience from roles at Hewlett Packard Enterprise and other organizations, contributing significantly to corporate governance and strategic oversight. |
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Despite your optimism on forward-looking trends like bookings and AI traction, why does your guidance for 2025 suggest sub-10% growth, and can you elaborate on where the conservatism lies and how macro uncertainties are influencing this guidance?
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With the shift away from providing seat count metrics and the acknowledgment that customers are moving from a seat-based model to a consumption token-based model, how does this impact your revenue model, and can you clarify how this transition affects your pricing strategy and overall financial outlook?
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Considering the potential threat from third-party AI providers like Salesforce and ServiceNow potentially delivering AI agents, how do you plan to maintain your competitive edge and ensure that Five9 continues to monetize data access effectively in a market where customers might choose other AI solutions?
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Given the slowdown in close rates and elongated sales cycles due to increased complexity with AI integration, what specific steps are you taking to mitigate these challenges, and how confident are you that the sales cycles will shorten to drive growth in the near term?
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With the recent Reduction in Force and leadership transitions, including Dan's upcoming departure and Barry's retirement, how do you plan to manage potential disruptions and ensure that investments in key strategic areas like AI continue to drive growth without affecting organizational stability?
Competitors mentioned in the company's latest 10K filing.
| Company | Description |
|---|---|
Avaya Inc. | The company competes with large legacy vendors that offer on-premises contact center systems, which are increasingly supplementing their traditional offerings with competing cloud solutions through acquisitions, partnerships, and in-house development. |
Similar to other legacy telephony vendors, this competitor is transitioning from traditional on-premises contact center systems to cloud offerings, leveraging acquisitions, partnerships, and internal development. | |
Genesys Telecommunications Laboratories, Inc. | This competitor historically provided other contact center services and technologies but has expanded to offer cloud contact center software. |
NICE Ltd. | Another vendor that transitioned from providing other contact center services to offering cloud contact center software solutions. |
Content Guru | The company faces competition from smaller contact center service providers, including this one. |
Talkdesk | This smaller contact center service provider is among the competitors in the fragmented and highly competitive market. |
This vendor offers both unified communications and contact center solutions, competing in the same space. | |
Similar to other unified communications providers, this company also offers contact center solutions. | |
This competitor has introduced solutions aimed at companies wishing to build their own contact centers or components with developers. | |
This company provides solutions for businesses to develop their own contact centers or components, targeting developers. | |
Recently entered the market with solutions for companies to build their own contact centers or components, leveraging its developer ecosystem. |
Notable M&A activity and strategic investments in the past 3 years.
| Company | Year | Details |
|---|---|---|
Acqueon Inc | 2024 | Acqueon Inc was acquired as part of a definitive agreement valued at approximately $167.1 million in cash (later totaling $173.8 million) to extend Five9’s AI-powered CX platform with omnichannel proactive customer engagement capabilities, including technology, customer relationships, and trademarks that will be amortized over set useful lives. |
Aceyus, Inc. | 2023 | Aceyus, Inc. was acquired on August 14, 2023, for approximately $82.0 million in cash to accelerate cloud migration for large enterprises and to leverage contextual data in AI & Automation solutions; the deal’s purchase price allocation included $61.8 million in goodwill and key intangible assets to be amortized over 8, 5, and 3 years. |
Inference Solutions Inc. | 2020 | Inference Solutions Inc. was acquired with a base cash consideration of $148 million plus up to $24 million in contingent payments to boost Five9’s AI capabilities in Intelligent Virtual Agents (IVAs); the transaction was completed in November 2020 and provided significant go-to-market synergies and global presence. |
Virtual Observer | 2020 | Virtual Observer was acquired for approximately $32.2 million in cash to integrate a cloud‐based Workforce Optimization offering and enhance Five9’s operational efficiency, with $22.6 million allocated to goodwill and $12.8 million to intangible assets (amortized over 5 or 2 years) to support further product innovation. |
Recent press releases and 8-K filings for FIVN.
- The company announced a reduction in force plan affecting approximately 4% of its global workforce, with affected employees receiving severance and job transition assistance.
- Execution of the plan is expected to incur approximately $7-9 million in cash costs and $1-1.5 million in non-cash charges related to severance and share-based awards.
- Q1 2025 results are anticipated to match or exceed previous guidance, with updated guidance for Q2 2025 and the full fiscal year due in early May 2025.
- Five9, Inc. filed a Form 8-K on March 19, 2025, outlining significant board changes and announcing its annual stockholders’ meeting scheduled for May 21, 2025.
- The board has determined that Jack Acosta will not be nominated for re-election as a Class II director, in an effort to rebalance board composition.
- Jonathan Mariner resigned as a Class III director and was immediately reappointed as a Class II director with his term extending until the Annual Meeting, while Maria Walker is set to begin serving as chair of the Audit Committee after the meeting.
- AI Monetization Growth: The discussion highlighted that Five9’s 10 AI SKUs contributed to 9% of enterprise subscription revenue, with recent quarterly growth accelerating from 40% to 46%, demonstrating robust momentum in AI-driven solutions.
- Enhanced Partnership Strategy: The company is leveraging an integrated go-to-market approach by deepening strategic partnerships with key players like ServiceNow, Salesforce, global GSIs, and leading ISVs, strengthening its market ecosystem and customer reach.
- Gross Margin Expansion: Five9 reported a 63.5% adjusted gross margin in Q4, attributing improvements to revenue growth outpacing fixed costs and a favorable blend shift towards higher-margin subscription services, with expectations for further margin expansion in 2025.