Five9 to Acquire Level AI in $325 Million Deal

Five9 has announced an agreement to acquire Level AI, expanding its artificial intelligence capabilities across customer experience, contact centre operations and customer interaction analytics.

The acquisition will bring Level AI’s AI applications into the Five9 portfolio, with a focus on improving agent performance, automating customer interactions across voice and digital channels, and helping organisations make better use of customer conversation data.

The deal will also allow Five9 to offer AI capabilities to organisations that are not currently using its cloud contact centre platform.

Under the proposed arrangement, Level AI’s applications will be available as standalone solutions for businesses operating on-premises contact centres or using other cloud platforms. They will also be integrated into the wider Five9 Genius CX Platform.

Amit Mathradas, Chief Executive Officer at Five9, commented:

“Our vision for the future of CX is one where AI and human agents work as a coordinated system, each making the other better. Level AI will advance this vision by expanding our AI capabilities, adding experienced AI-native builders to our team, and delivering additional AI solutions for research, analysis, and planning so human agents can focus on high-value and complex customer interactions.

“Level AI will also give us a new way to reach enterprises that want AI today but aren’t ready to move their contact center to the cloud. They can adopt proven AI on top of the platform they already use, and when they’re ready for more, we’ll be there. That’s Smarter CX with every interaction.”

Level AI currently supports enterprise customers including Gusto, Chime, Empyrean and VistaPrint, processing more than one billion customer interactions annually.

Five9 and Level AI have maintained an existing partnership since 2022, with Level AI’s applications already integrated into the Five9 platform and available through the Five9 CX Marketplace.

The acquisition is expected to make Level AI’s technology available to Five9’s customer base of more than 4,000 organisations.

Ashish Nagar, Founder and Chief Executive Officer of Level AI, shared:

“We built Level AI so every customer conversation makes the next one better, for customers and for the people who serve them. Five9 shares that focus.

“Joining Five9 brings our CX-native models and AI applications to thousands more contact centers around the world, while we continue to support the organizations that rely on Level AI today. Furthermore, I am excited to be part of the Five9 team that delivers this vision.”

The agreement has been unanimously approved by Five9’s Board of Directors and values Level AI at approximately $325 million, to be funded through cash held on Five9’s balance sheet.

The transaction is expected to close before the end of 2026, subject to customary closing conditions.

Author: Alice Cuerden

Reviewed by: Jo Robinson