Total Economic Impact Study Reveals Significant Cost Savings, Enhanced Customer Satisfaction and Greater Agent Efficiency

Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced results of a commissioned Forrester Consulting Total Economic Impact™ (TEI) the measurable value Five9 delivered to businesses through hyper-personalized and seamless AI-elevated CX solutions. According to the study, organizations saw a 212% return on investment (ROI) and a net present value (NPV) of $14.5 million over a three-year period.

Contact centers today are grappling with rising operational costs, inefficient workflows and high agent turnover. Many struggle to scale service without compromising the speed, personalization and responsiveness that customers expect. The consequences are significant, with Five9’s 2025 Business Leaders CX Report showing that 40% of consumers will stop doing business with a company after a single poor experience. By combining the industry-leading AI and human ingenuity, the Five9 Intelligent CX Platform solves these challenges by delivering effortless, accurate and uniquely tailored experiences that build loyalty, deliver growth, and maximize ROI.

The Forrester TEI study shows the significant value that Five9 delivered to businesses through its Five9 Genius AI Suite, which includes voice and digital AI Agents, Agent Assist, post-call summarization and workflow automation. Forrester’s analysis, based on interviews with six decision-makers with real-world experience using the Five9 CX Platform, revealed the following outcomes:

• AI-powered cost containment: Five9 AI Agents handle entire interactions end-to-end, reducing organizations’ reliance on outdated and inefficient tools and driving cost containment of up to 28%, amounting to savings of $8.8 million.
• Improved efficiency and minimized downtime: By automating key activities with Five9 AI tools, 120 seconds were saved for each contact that reached a live agent, equating to $3.5 million in value over three years. Support from Five9 also resulted in a nearly total elimination of downtime, worth $415,000 over three years.
• Reduced agent turnover: The Five9 Intelligent CX Platform drove a 30% reduction in agent turnover, generating savings of $2 million over three years.
• Greater revenue uplift: Five9 AI tools also enabled smarter upsell and cross-sell opportunities for agents during live calls, contributing to between $4 million and $6 million annually during a three-year investment period for a total profit of $982,000.
• Enhanced customer experiences: Forrester highlights the Five9 ability to deliver personalized and proactive interactions quickly with automation and AI, leading to increased customer satisfaction.

“Today’s leading businesses aren’t just cutting costs – they’re building smarter, more resilient operations that deliver standout customer experiences,” said Niki Hall, Chief Marketing Officer, Five9. “We believe this study affirms what our customers are achieving every day: when AI works hand-in-hand with human teams, it empowers agents, personalizes customer interactions, and drives measurable business outcomes. It’s not just transformation for transformation’s sake – it’s transformation that creates lasting value for customers and the business alike.”

To learn more, download the full Forrester Total Economic Impact™ study.

Study Methodology

The Forrester TEI study is based on interviews with six decision-makers with experience using the Five9 Intelligent CX Platform, reflecting the real-world impact and results achieved. Forrester aggregated the experiences of the interviewees and combined the results into a single composite organization that is B2C services company with 500 agents and annual revenue of $2 billion.

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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Five9 AI-Elevated CX Platform Delivered $14.5M in Business Value and 212% ROI Through Automation and Growth