Five9 Hits Record $1.1B Revenue, Bets Future on AI-Powered CX

SAN RAMON, CA – February 19, 2026 – Five9, Inc. (NASDAQ:FIVN) today announced a landmark financial year, posting a record $1.149 billion in revenue for 2025 and marking a significant return to GAAP profitability. The impressive results, driven by accelerating adoption of its artificial intelligence solutions, signal a successful strategic pivot for the intelligent customer experience (CX) provider as it navigates a market being fundamentally reshaped by AI.

The company's strong performance underscores a broader industry trend where businesses are increasingly investing in sophisticated cloud-based platforms to automate and enhance customer interactions. For Five9, the financial turnaround and robust growth trajectory validate its heavy investment in an end-to-end AI platform, positioning it as a formidable force in the competitive Contact Center as a Service (CCaaS) landscape.

A Financial Turnaround Fueled by AI

Five9's full-year 2025 results paint a picture of renewed financial strength and operational efficiency. The 10% year-over-year revenue growth to a record $1.1 billion is just one part of the story. More significantly, the company swung from a GAAP net loss of $12.8 million in 2024 to a GAAP net income of $39.4 million, or $0.45 per diluted share, in 2025. This return to profitability demonstrates a disciplined approach to growth that has resonated with investors.

Key indicators of the company's financial health showed strength across the board:
* Adjusted EBITDA for 2025 surged to $269.7 million, representing a healthy 23.5% of revenue, a substantial increase from 18.8% in the prior year.
* GAAP operating cash flow saw a dramatic increase, reaching $226.2 million for the year, up from $143.2 million in 2024, indicating strong cash generation from core business operations.
* The fourth quarter ended the year on a high note, with revenue hitting a record $300.3 million and establishing a revenue run rate of $1.2 billion.

This financial success is tightly linked to the company's focus on AI. Enterprise AI revenue growth accelerated to an impressive 50% year-over-year in the fourth quarter, with the annual run-rate for this segment now surpassing $100 million. The company's confident outlook for 2026, which projects revenue between $1.247 and $1.261 billion, is built on the foundation of this AI-driven momentum.

The AI-Powered CX Revolution

Behind the strong financial numbers is a sophisticated technology strategy centered on the Five9 Genius AI suite. The company has moved beyond theoretical AI to deliver practical, embedded solutions that generate measurable returns for its clients. According to a commissioned Total Economic Impact™ study by Forrester Consulting, businesses using the Five9 Genius AI Suite have realized an average return on investment of 212% and a net present value of $14.5 million over three years.

The platform's AI capabilities are comprehensive, addressing multiple facets of the contact center experience:
* Intelligent Virtual Agents (IVAs) and AI-powered self-service are automating routine inquiries, with some clients seeing up to a 28% cost reduction by handling interactions without human intervention.
* Five9 Agent Assist provides real-time guidance and automated call summaries, reducing agent workload and saving an average of 120 seconds per contact. This increased efficiency has been shown to improve the employee experience, contributing to a 30% reduction in agent turnover.
* AI Insights leverages generative AI to analyze interaction data, providing businesses with actionable intelligence on everything from customer sentiment to upsell opportunities, which has been credited with contributing $4 to $6 million in additional annual revenue for a composite organization.

This focus on practical AI aligns with broader market trends. Gartner predicts that 85% of customer service leaders will be exploring or piloting conversational GenAI solutions in 2025, driven by a need for greater efficiency and improved agent and customer experiences. Five9 appears well-positioned to capitalize on this wave, offering a mature platform that addresses these exact needs.

New Leadership and a Competitive Horizon

The company's strategic execution is now under the guidance of new Chief Executive Officer Amit Mathradas, who took the helm in early February 2026. Mathradas, whose background includes extensive experience in product innovation and scaling AI-driven platforms, expressed confidence in the company's trajectory.

“I'm thrilled to be here leading Five9, and I’m enthusiastic about our significant market opportunity,” Mathradas stated in the press release. “In my first few weeks, I've been impressed by the strength of our platform and team. I look forward to executing our strategy to drive growth, increase profitability, and deliver long-term shareholder value.”

He inherits a company on strong footing, a sentiment echoed by Chairman of the Board Mike Burkland. “The CX market is undergoing a significant transformation as AI becomes central to customer experience,” Burkland noted. “Five9's end-to-end platform positions us well to lead this new era of AI-powered CX.”

This leadership transition comes as Five9 solidifies its position in a fiercely competitive market against rivals like Genesys, Talkdesk, and NICE. The company's ability to more than double its enterprise AI bookings year-over-year in the fourth quarter demonstrates strong competitive traction. Analyst sentiment has been largely positive, pointing to solid operational execution and disciplined margin expansion, with some suggesting the company’s stock may be undervalued compared to its peers.

Building Customer Trust in an Automated World

Serving over 3,000 organizations, Five9's growth depends on both attracting new customers and expanding its footprint within its existing base. The company's results show success on both fronts, with install-base bookings reaching an all-time high for the third consecutive quarter. The number of customers with over $1 million in annual recurring revenue grew to 228, and this cohort increased its subscription revenue by 24% year-over-year, proving the platform's ability to scale with its largest clients.

This adoption is happening as consumers grow more comfortable with automated interactions. A 2025 Five9 report found that 72% of consumers are open to AI-powered interactions, viewing it as a key to better service. However, that same report highlights the need for trust, accuracy, and intuitive design.

Five9 is proactively addressing these concerns by embedding trust and governance tools directly into its AI framework. Features like granular guardrails, hallucination detection, and threat identification for prompt injection attacks are designed to ensure its AI is not only powerful but also reliable and secure. By combining cutting-edge innovation with a practical understanding of customer and business needs, Five9 is making a compelling case that its AI-powered platform is ready to define the future of customer engagement.