Business
Five9 AI-Elevated CX Platform Delivered $14.5M in Business Value and 212% ROI Through Automation and Growth
Total Economic Impact Study Reveals Significant Cost Savings, Enhanced Customer Satisfaction and Greater Agent Efficiency SAN RAMON, Calif.--(BUSINESS
About this update from Five9, Inc.
[{"type":"text","content":"\nTotal Economic Impact Study Reveals Significant Cost Savings, Enhanced Customer Satisfaction and Greater Agent Efficiency\n\n\n SAN RAMON, Calif.--(BUSINESS WIRE)--\nFive9 (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.\n\n\nContact 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.\n\n\nThe 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:\n\n\n\nAI-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cost containment: Five9 AI Agents handle entire interactions end-to-end, reducing organizations’ reliance on outdated and inefficient tools and driving cost containment of up to 28%, amounting to savings of $8.8 million.\n\n\n\nImproved efficiency and minimized downtime: By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.\n\n\n\nReduced agent turnover: The Five9 Intelligent CX Platform drove a 30% reduction in agent turnover, generating savings of $2 million over three years.\n\n\n\...