Five9 Named Leader in 2026 IDC MarketScape for Agentic Contact Center Platforms

Five9,(opens in new tab) provider of the Intelligent CX Platform, today announced that it has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Center-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment(opens in new tab) (#US54117326, August 2026).

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“We believe being named a Leader in this year’s IDC MarketScape for agentic CCaaS platforms reflects the investments we’ve made in Humantic CX — our vision for AI and human agents working as one system, where AI absorbs the routine so people can focus on the complex, high-judgment moments only they can handle,” said Amit Mathradas(opens in new tab), Chief Executive Officer at Five9. “Every interaction feeds the next, and that compounding loop is what creates more usable data, better economics, and more of the interactions that matter. That’s smarter CX with every interaction.”

This IDC MarketScape evaluated CCaaS providers on core platform capabilities, including omnichannel routing and interaction management, API-first integration layer, orchestration engine, knowledge management, workforce engagement management and quality oversight, and analytics and reporting. The findings are based on an evaluation of each vendor’s overarching vision, product capabilities, and support, along with customer feedback.

According to the IDC MarketScape: “Five9 is well suited to midmarket and enterprise organizations across financial services, healthcare, retail, and BPO that want a pure-play, cloud-native CCaaS platform with strong CRM integrations, particularly Salesforce and ServiceNow, and a large partner ecosystem for implementation and customization. It is a strong choice for buyers prioritizing platform reliability and a vendor singularly focused on contact centers rather than broader collaboration or a CRM suite.”

The IDC MarketScape also notes, “Five9 demonstrates strong, well-documented examples of R&D investment translating into platform enhancements, paired with a mature process for incorporating customer feedback and telemetry into the road map. This combination supports a go-to-market message centered on customer-informed, continuously evolving innovation.”

The Five9 Intelligent CX Platform(opens in new tab), powered by Genius AI(opens in new tab), brings every channel and AI capability together with AI that learns from every interaction to drive real outcomes for customers and the businesses that serve them. Five9 pairs that intelligence with a robust ecosystem of partners and an LLM-agnostic architecture so customers can choose the best solution for their needs; all backed by an open platform built for enterprise scale with 99.999% uptime, voice infrastructure in more than 140 countries, and 88+ certifications, including SOC 2 Type II, HIPAA, and PCI-DSS.

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“Five9 is recognized as a Leader in the IDC MarketScape: Worldwide Agentic Contact Center–as-a-Service Platforms 2026 Vendor Assessment for its disciplined approach to R&D and its track record of translating customer feedback into platform improvements,” said Michelle Morgan, research manager, AI-Enabled Sales, Customer Service and Contact Center Strategies at IDC. “Five9 pairs a mature, cloud-native CCaaS platform with deep CRM integrations and strong workforce enablement, making it a strong fit for enterprises across financial services, healthcare, retail, and BPO.”

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