Five9 Named Leader in IDC European CCaaS Report

Five9 has been recognized as a Leader in the inaugural IDC MarketScape: European contact centre as a Service (CCaaS) 2025 Vendor Assessment.

According to the report, “Five9 is among global contact centre providers with an established position in Europe, including UK&I, DACH, Benelux, the Nordics, and more.

It continues to expand to other countries in Europe, MEA, and APAC. Its GenAI-powered multilingual omni-channel customer engagement capabilities, along with other advanced offerings, place it well to benefit from market opportunities.

A focus on partner incentives supports its expansion plans in the region, while its industry-specific compliance (including MiFID) positions Five9 as a suitable provider in the finance industry.”

Oru Mohuiddin, Research Director at IDC, added, “In this first European-focused IDC MarketScape for CCaaS, we found that Five9 is a strong choice for enterprises looking to elevate customer engagement while addressing the region’s stringent regulatory and data residency standards.

Five9’s omnichannel platform, combined with advanced AI capabilities such as real-time transcription, translation, and knowledge discovery, positions the company as a leader for organizations that require both innovation and dependability across Europe’s diverse markets.”

Five9’s growth in Europe is being driven by its partner-centric approach, working with a network of regional resellers and trusted local partners to meet complex requirements around data protection, sovereignty, and compliance.

This model supports the adoption of advanced AI-driven contact centre solutions while ensuring local delivery, support, and alignment with industry-specific standards.

Enterprises including Yopa, Doctor Care Anywhere, and Puma are among those leveraging Five9’s technology to enhance customer experience.

“AI is reshaping the contact centre into an intelligent, agentic system that elevates both customer and agent experiences,” said Mike Burkland, CEO of Five9.

“We believe being named a Leader in the first IDC MarketScape for European CCaaS affirms our commitment to helping enterprises across Europe innovate with confidence, scale with resilience, and realize the full potential of AI-driven customer experience.”

You can download the full report here.

For more information about Five9 - visit the Five9 Website

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.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey