Five9 Named Leader in IDC MarketScape Agentic CCaaS Assessment

Five9 has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Centre-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment.

The assessment evaluated CCaaS providers across areas including omnichannel routing and interaction management, API integration, orchestration, knowledge management, workforce engagement, quality oversight, analytics and reporting.

The evaluation considered each vendor’s vision, product capabilities and support, alongside customer feedback.

According to IDC, “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.”

The assessment also highlighted Five9’s approach to product development, noting: “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.”

Michelle Morgan, Research Manager, AI-Enabled Sales, Customer Service and Contact Centre Strategies at IDC, said: “Five9 is recognized as a Leader in the IDC MarketScape: Worldwide Agentic Contact Centre-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,”

She added: “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.”

Amit Mathradas, Chief Executive Officer at Five9, said the recognition reflects the company’s investment in its approach to combining AI and human agents.

“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 Mathradas.

The recognition comes as Five9 continues to develop its Intelligent CX Platform, which brings together customer interaction channels, AI capabilities, CRM integrations and workforce tools.

Author: Hannah Swankie

Reviewed by: Robyn Coppell