SAN RAMON, Calif.--(BUSINESS WIRE)--Five9, Inc. (NASDAQ: FIVN), the Intelligent CX Platform provider, today announced the pricing of $650.0 million aggregate principal amount of 1.00% convertible senior notes due 2029 (the “notes”) in a private placement to qualified institutional buyers pursuant to Rule 144A under the Securities Act of 1933, as amended (the “Act”). The offering size was increased from the previously announced offering size of $600.0 million aggregate principal amount of the notes. Five9 al ...

Playvox's full suite of Workforce Management solutions now available on the Five9 CX Marketplace SUNNYVALE, Calif., Feb. 27, 2024 /PRNewswire/ -- Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced its partnership with Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform. Playvox's full Workforce Management (WFM) Solution is now available on the Five9 CX Marketplace, enabling businesses across all industrie ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9, Inc. (NASDAQ: FIVN), the Intelligent CX Platform provider, today announced its intention to offer, subject to market conditions and other factors, $600 million aggregate principal amount of convertible senior notes due 2029 (the “notes”) in a private placement to qualified institutional buyers pursuant to Rule 144A under the Securities Act of 1933, as amended (the “Act”). Five9 also expects to grant the initial purchasers of the notes a 13-day option to purchase up ...

Shares of Five9 (FIVN -13.41%) fell 13.4% on Thursday after the cloud contact center platform provider's weak forward guidance overshadowed otherwise-strong fourth-quarter 2023 results.Five9 ended 2023 on a strong noteFive9's fourth-quarter 2023 revenue grew 15% year over year to $239.1 million, translating to adjusted (non-GAAP) net income of $45.1 million, or $0.61 per share. Analysts, on average, were only expecting earnings of $0.49 per share on revenue of $238 million.Five9 Chairman and CEO Mike Burkla ...

Five9 (FIVN) came out with quarterly earnings of $0.61 per share, beating the Zacks Consensus Estimate of $0.48 per share. This compares to earnings of $0.54 per share a year ago. These figures are adjusted for non-recurring items.This quarterly report represents an earnings surprise of 27.08%. A quarter ago, it was expected that this provider of cloud-based software to call centers would post earnings of $0.43 per share when it actually produced earnings of $0.52, delivering a surprise of 20.93%.Over the l ...

PART I [Business](index=5&type=section&id=ITEM%201.%20Business) Five9, Inc. provides intelligent cloud software for contact centers, leveraging its VCC platform and SaaS model, with 2023 revenue reaching **$910.5 million**, a **17%** increase - The company's business is centered on its purpose-built, reliable, scalable, and secure Virtual Contact Center (VCC) cloud platform, which delivers a comprehensive suite of applications for customer service, sales, and marketing[181](index=181&type=chunk) Annual Revenue Growth | Fiscal Year | Revenue (in millions) | Year-over-Year Growth | | :--- | :--- | :--- | | 2023 | $910.5 | 17% | | 2022 | $778.8 | 28% | | 2021 | $609.6 | - | - Key industry trends driving growth include the rapid adoption of cloud contact center solutions, digital transformation to meet consumer demands for seamless experiences, and advancements in AI, including Generative AI and Large Language Models (LLMs)[181](index=181&type=chunk) - As of December 31, 2023, the company had a diverse global client base of over **3,000** organizations, with no single client accounting for more than **10%** of revenues in 2023, 2022, or 2021[191](index=191&type=chunk) - The company competes with large legacy on-premise vendors like Avaya and Cisco, other cloud providers like Genesys and NICE, and newer entrants such as Amazon, Twilio, and Microsoft[198](index=198&type=chunk) [Risk Factors](index=16&type=section&id=ITEM%201A.%20Risk%20Factors) The company faces significant risks from adverse economic conditions, client retention challenges, service outages, intense competition, and evolving AI and regulatory landscapes - Adverse economic conditions, including inflation, increased interest rates, and geopolitical conflicts, may harm the business by reducing client demand and lengthening sales cycles[224](index=224&type=chunk)[294](index=294&type=chunk) - The business's growth is dependent on attracting new clients and selling additional services to existing ones; failure to do so, or the loss of existing clients, would harm revenue growth[241](index=241&type=chunk)[251](index=251&type=chunk) - The company's technical infrastructure is critical; service outages or failures could lead to client loss, claims for damages, and reputational harm[262](index=262&type=chunk) - The development and integration of AI and Generative AI technologies present new and evolving legal, business, and reputational risks, including potential for inaccuracy, bias, and intellectual property infringement claims[266](index=266&type=chunk) - The company is subject to a complex and evolving regulatory environment, including telecommunications laws (TCPA, STIR/SHAKEN), data privacy laws (GDPR, CCPA), and tax obligations, with non-compliance potentially leading to significant fines and penalties[313](index=313&type=chunk)[314](index=314&type=chunk)[326](index=326&type=chunk) [Unresolved Staff Comments](index=49&type=section&id=ITEM%201B.%20Unresolved%20Staff%20Comments) There are no unresolved staff comments - No unresolved staff comments were identified[356](index=356&type=chunk) [Cybersecurity](index=49&type=section&id=ITEM%201C.%20Cybersecurity) The company maintains a formal, risk-based Information Security Management System with Board oversight, incident response, and no material cybersecurity incidents to date - The company has implemented a formal Information Security Management System (ISMS) designed to protect information confidentiality, integrity, and availability, which complies with standards such as ISO 27001:2013 and PCI DSS 3.2.1[357](index=357&type=chunk) - The Board of Directors provides direct oversight of cybersecurity risk, receiving quarterly reports from management; several board members possess substantial cybersecurity experience[360](index=360&type=chunk) - A formal incident response process is in place, managed by an Incident Response Team and an Incident Classification Team, which includes senior executives like the CISO, CLO, and CFO[357](index=357&type=chunk) - The company has not identified any risks from known cybersecurity incidents that have materially affected or are reasonably likely to materially affect its operations, business, or financial condition[359](index=359&type=chunk) [Properties](index=51&type=section&id=ITEM%202.%20Properties) The company leases approximately **180,000** square feet of global office space, including its San Ramon headquarters, and utilizes third-party data centers Principal Leased Properties | Location | Principal Use | Square Footage | Lease Expiration | | :--- | :--- | :--- | :--- | | San Ramon, CA | Corporate headquarters, R&D, Sales | 104,000 | Jan 2031 | | The Philippines | Technical support, training | 26,600 | Jul 2026 | | Portugal | Engineering and operations | 20,600 | Aug 2025 | | Australia | R&D, sales, client support | 14,000 | Oct 2027 | [Legal Proceedings](index=51&type=section&id=ITEM%203.%20Legal%20Proceedings) Information regarding legal proceedings is incorporated by reference from Note 10 of the Notes to Consolidated Financial Statements - Details on legal matters are located in Note 10 of the financial statements[364](index=364&type=chunk) [Mine Safety Disclosures](index=51&type=section&id=ITEM%204.%20Mine%20Safety%20Disclosures) This item is not applicable to the company - Not applicable[365](index=365&type=chunk) PART II [Market for Registrant's Common Equity, Related Stockholder Matters and Issuer Purchases of Equity Securities](index=52&type=section&id=ITEM%205.%20Market%20for%20Registrant%27s%20Common%20Equity%2C%20Related%20Stockholder%20Matters%20and%20Issuer%20Purchases%20of%20Equity%20Securities) The company's common stock trades on NASDAQ under **"FIVN"**; it has never paid cash dividends and plans to retain earnings for growth - The company's common stock is traded on The NASDAQ Global Market under the ticker symbol **"FIVN"**[370](index=370&type=chunk) - The company has never declared or paid cash dividends and does not expect to in the foreseeable future, intending to retain future earnings for business growth[371](index=371&type=chunk) [Reserved](index=53&type=section&id=ITEM%206.%20%5BReserved%5D) This item is reserved - This item is reserved[376](index=376&type=chunk) [Management's Discussion and Analysis of Financial Condition and Results of Operations](index=53&type=section&id=ITEM%207.%20Management%27s%20Discussion%20and%20Analysis%20of%20Financial%20Condition%20and%20Results%20of%20Operations) In 2023, revenue grew **17%** to **$910.5 million**, with a net loss of **$81.8 million**, an Annual Dollar-Based Retention Rate of **110%**, and Adjusted EBITDA of **$166.3 million** [Overview](index=54&type=section&id=Overview) The company, a cloud contact center solution provider, reported **$910.5 million** in 2023 revenue, up from **$778.8 million** in 2022, but incurred an **$81.8 million** net loss due to growth investments - The company generates revenue through a SaaS business model with recurring subscriptions based on agent seats and usage fees based on call minutes[378](index=378&type=chunk) Key Financial Results | Metric | 2023 | 2022 | 2021 | | :--- | :--- | :--- | :--- | | Revenue | $910.5M | $778.8M | $609.6M | | Net Loss | ($81.8M) | ($94.7M) | ($53.0M) | - The company is monitoring the impact of macroeconomic factors like inflation and geopolitical conflicts, noting that its installed base business continues to experience headwinds[379](index=379&type=chunk)[381](index=381&type=chunk) [Key Operating and Non-GAAP Financial Performance Metrics](index=55&type=section&id=Key%20Operating%20and%20Non-GAAP%20Financial%20Performance%20Metrics) Key metrics include an Annual Dollar-Based Retention Rate of **110%** in 2023 (down from **115%**), and Adjusted EBITDA increasing to **$166.3 million** from **$140.4 million** in 2022 Annual Dollar-Based Retention Rate | Period Ended | Rate | | :--- | :--- | | Dec 31, 2023 | 110% | | Dec 31, 2022 | 115% | Adjusted EBITDA Reconciliation (in thousands) | Line Item | 2023 | 2022 | | :--- | :--- | :--- | | Net loss | $(81,764) | $(94,650) | | Stock-based compensation | 206,292 | 172,507 | | Depreciation & amortization | 48,515 | 44,671 | | Other adjustments | (7,278) | (2,092) | | **Adjusted EBITDA** | **$166,265** | **$140,436** | [Results of Operations](index=59&type=section&id=Results%20of%20Operations) In 2023, revenue grew **17%** to **$910.5 million**, with cost of revenue up **18%** to **$432.7 million**, resulting in a **52%** gross margin and a **$81.8 million** net loss Revenue Comparison (in thousands) | Period | 2023 | 2022 | $ Change | % Change | | :--- | :--- | :--- | :--- | :--- | | Revenue | $910,488 | $778,846 | $131,642 | 17% | Cost of Revenue Comparison (in thousands) | Period | 2023 | 2022 | $ Change | % Change | | :--- | :--- | :--- | :--- | :--- | | Cost of Revenue | $432,690 | $367,501 | $65,189 | 18% | Operating Expenses Comparison (in thousands) | Expense Category | 2023 | 2022 | $ Change | % Change | | :--- | :--- | :--- | :--- | :--- | | Research & Development | $156,582 | $141,794 | $14,788 | 10% | | Sales & Marketing | $296,713 | $261,990 | $34,723 | 13% | | General & Administrative | $123,079 | $95,143 | $27,936 | 29% | [Liquidity and Capital Resources](index=61&type=section&id=Liquidity%20and%20Capital%20Resources) As of December 31, 2023, the company reported **$756.8 million** in working capital, including **$143.2 million** cash and **$587.1 million** marketable investments, with **$128.8 million** net cash from operating activities - As of December 31, 2023, the company had **$143.2 million** in cash and cash equivalents and **$587.1 million** in marketable investments, with total working capital of **$756.8 million**[414](index=414&type=chunk) Cash Flow Summary (in thousands) | Cash Flow Activity | 2023 | 2022 | | :--- | :--- | :--- | | Net cash from operating activities | $128,838 | $88,865 | | Net cash (used in)/from investing activities | $(259,562) | $30,963 | | Net cash from/(used in) financing activities | $94,579 | $(30,232) | - The company's 2023 convertible senior notes matured on May 1, 2023, and were settled; the settlement of associated capped calls resulted in the company receiving **370,877 shares** of its common stock and **$74.5 million** in cash[414](index=414&type=chunk) [Financial Statements and Supplementary Data](index=67&type=section&id=ITEM%208.%20Financial%20Statements%20and%20Supplementary%20Data) This section presents the company's audited consolidated financial statements for 2021-2023, including balance sheets, income statements, equity, cash flows, and accompanying notes, along with KPMG LLP's auditor's report [Note 1: Description of Business and Summary of Significant Accounting Policies](index=76&type=section&id=1.%20Description%20of%20Business%20and%20Summary%20of%20Significant%20Accounting%20Policies) This note describes the company's cloud software business and details significant accounting policies, including revenue recognition, goodwill, intangible assets, stock-based compensation, and income taxes - Revenue is recognized when control of promised services is transferred to customers; the company allocates the transaction price to each performance obligation based on estimated standalone selling prices[487](index=487&type=chunk) - Goodwill is tested for impairment annually in the fourth quarter or more frequently if impairment indicators exist; intangible assets like developed technology and customer relationships are amortized on a straight-line basis over their estimated economic lives of three to eight years[486](index=486&type=chunk) - Stock-based compensation is measured at the grant date fair value; the company uses the Black-Scholes model for stock options and ESPP rights, and a Monte Carlo simulation for PRSUs with market conditions[494](index=494&type=chunk) [Note 2: Revenue](index=82&type=section&id=2.%20Revenue) This note details revenue balances, showing **$65.4 million** in net contract liabilities and **$1,055.9 million** in remaining performance obligations as of December 31, 2023 Contract Balances (in thousands) | Balance | Dec 31, 2023 | Dec 31, 2022 | | :--- | :--- | :--- | | Accounts receivable, net | $97,424 | $87,494 | | Deferred contract acquisition costs, net | $198,282 | $162,122 | | Net contract liabilities | $(65,431) | $(55,593) | - As of December 31, 2023, remaining performance obligations for contracts longer than one year totaled **$1,055.9 million**, with about **75%** expected to be recognized as revenue over the next 24 months[22](index=22&type=chunk) [Note 3: Investments and Fair Value Measurements](index=82&type=section&id=3.%20Investments%20and%20Fair%20Value%20Measurements) This note details **$587.1 million** in marketable investments as of December 31, 2023, primarily in U.S. treasury and agency securities, and fair value measurements, including **$718.3 million** for 2025 convertible senior notes Marketable Investments by Type (Fair Value, in thousands) | Investment Type | Dec 31, 2023 | Dec 31, 2022 | | :--- | :--- | :--- | | U.S. treasury securities | $315,437 | $185,402 | | U.S. agency securities | $239,259 | $196,851 | | Commercial paper | $17,391 | $25,386 | | Corporate bonds | $12,618 | $3,636 | | Other | $2,391 | $23,353 | | **Total** | **$587,096** | **$434,628** | - The company's assets measured at fair value are primarily classified as Level 1 (e.g., U.S. treasury securities) and Level 2 (e.g., U.S. agency securities, corporate bonds), with no significant Level 3 assets[27](index=27&type=chunk)[29](index=29&type=chunk) - As of December 31, 2023, the estimated fair value of the outstanding 2025 convertible senior notes was **$718.3 million**, classified as Level 2[29](index=29&type=chunk) [Note 4: Financial Statement Components](index=86&type=section&id=4.%20Financial%20Statement%20Components) This note details balance sheet accounts, showing **$143.2 million** in cash and cash equivalents and **$108.6 million** in net property and equipment as of December 31, 2023 Property and Equipment, Net (in thousands) | Category | Dec 31, 2023 | Dec 31, 2022 | | :--- | :--- | :--- | | Computer and network equipment | $155,997 | $148,789 | | Computer software | $59,452 | $50,955 | | Internal-use software development costs | $19,734 | $6,111 | | Total Property and equipment | $246,274 | $215,755 | | Less: Accumulated depreciation | $(137,702) | $(114,534) | | **Property and equipment, net** | **$108,572** | **$101,221** | - Depreciation and amortization expense for property and equipment was **$36.5 million** for the year ended December 31, 2023, up from **$33.0 million** in 2022[41](index=41&type=chunk) [Note 5: Goodwill and Intangible Assets](index=88&type=section&id=5.%20Goodwill%20and%20Intangible%20Assets) Goodwill increased to **$227.4 million** and net intangible assets to **$38.3 million** in 2023, primarily due to the Aceyus acquisition, with no goodwill impairment identified - Goodwill increased by **$62.0 million** and intangible assets by **$22.1 million** as a result of the acquisition of Aceyus, Inc. in August 2023[44](index=44&type=chunk) Goodwill and Intangible Asset Balances (in thousands) | Account | Dec 31, 2023 | Dec 31, 2022 | | :--- | :--- | :--- | | Goodwill | $227,412 | $165,420 | | Intangible Assets, Net | $38,323 | $28,192 | - The annual goodwill impairment test completed in the fourth quarter of 2023 indicated no impairment[44](index=44&type=chunk) - Amortization expense for intangible assets was **$12.0 million** in 2023, compared to **$11.7 million** in 2022[45](index=45&type=chunk) [Note 6: Debt](index=89&type=section&id=6.%20Debt) This note details **$747.5 million** in 0.500% convertible senior notes due 2025, with the 2023 notes having matured and settled, including associated capped call transactions - The company has **$747.5 million** in aggregate principal amount of 0.500% convertible senior notes due June 1, 2025; the net carrying amount was **$742.1 million** as of December 31, 2023[48](index=48&type=chunk)[52](index=52&type=chunk) - The 2023 convertible senior notes matured on May 1, 2023, and were settled; there were no 2023 notes outstanding as of December 31, 2023[55](index=55&type=chunk) - In connection with the 2025 notes issuance, the company entered into capped call transactions covering approximately **5.6 million shares** to reduce potential dilution upon conversion[52](index=52&type=chunk) [Note 7: Stockholders' Equity](index=91&type=section&id=7.%20Stockholders%27%20Equity) As of December 31, 2023, the company had **73.3 million** shares outstanding, with total stock-based compensation expense of **$206.3 million** for 2023 and **$304.8 million** in unrecognized expense - As of December 31, 2023, the company had **73,316,968 shares** of common stock issued and outstanding[57](index=57&type=chunk) Stock-Based Compensation Expense (in thousands) | Expense Category | 2023 | 2022 | 2021 | | :--- | :--- | :--- | :--- | | Cost of revenue | $38,259 | $33,297 | $17,734 | | Research and development | $50,430 | $44,367 | $29,179 | | Sales and marketing | $66,229 | $59,300 | $35,269 | | General and administrative | $51,374 | $35,543 | $26,623 | | **Total** | **$206,292** | **$172,507** | **$108,805** | Unrecognized Stock-Based Compensation (as of Dec 31, 2023) | Award Type | Unrecognized Expense (in thousands) | Weighted-Avg. Amortization Period | | :--- | :--- | :--- | | Stock Option | $4,660 | 1.5 years | | RSU (excluding PRSUs) | $284,201 | 2.7 years | | PRSU | $13,068 | 1.8 years | | ESPP | $2,888 | 0.4 years | [Note 8: Net Loss Per Share](index=96&type=section&id=8.%20Net%20Loss%20Per%20Share) For 2023, the company reported a basic and diluted net loss per share of **$1.13** on an **$81.8 million** net loss, with all potentially dilutive securities excluded due to anti-dilution Net Loss Per Share Calculation | Metric | 2023 | 2022 | 2021 | | :--- | :--- | :--- | :--- | | Net loss (in thousands) | $(81,764) | $(94,650) | $(53,000) | | Weighted-average shares (in thousands) | 72,048 | 69,920 | 67,512 | | **Basic and diluted net loss per share** | **$(1.13)** | **$(1.35)** | **$(0.79)** | - For 2023, a total of **10.56 million** potentially dilutive shares from stock options, RSUs, and convertible senior notes were excluded from the diluted net loss per share calculation because they were anti-dilutive[78](index=78&type=chunk)[80](index=80&type=chunk) [Note 9: Income Taxes](index=98&type=section&id=9.%20Income%20Taxes) The company reported a **$2.3 million** income tax provision on a **$79.4 million** pre-tax loss in 2023, with a **$134.8 million** valuation allowance against deferred tax assets due to historical operating losses Provision for (Benefit from) Income Taxes (in thousands) | Category | 2023 | 2022 | 2021 | | :--- | :--- | :--- | :--- | | Current | $2,288 | $1,300 | $60 | | Deferred | $53 | $3,088 | $(11,345) | | **Total** | **$2,341** | **$4,388** | **$(11,285)** | - As of December 31, 2023, the company had federal and state net operating loss carryforwards of **$403.4 million** and **$298.6 million**, respectively[87](index=87&type=chunk) - A valuation allowance of **$134.8 million** was recorded against U.S. and U.K. net deferred tax assets due to uncertainty about their recoverability, based on historical operating losses[87](index=87&type=chunk)[85](index=85&type=chunk) [Note 10: Commitments and Contingencies](index=101&type=section&id=10.%20Commitments%20and%20Contingencies) As of December 31, 2023, the company had **$747.5 million** in 2025 convertible senior notes, **$52.0 million** in operating lease obligations, and **$104.4 million** in cloud service commitments, plus accrued liabilities for USF and sales tax contingencies - Major commitments include **$747.5 million** for 2025 convertible senior notes, **$52.0 million** for operating leases, and **$104.4 million** for cloud services and software agreements[93](index=93&type=chunk) - The company has an unresolved dispute with the FCC regarding USF contributions for the period 2003-2007, with an accrued interest liability of **$0.1 million**[102](index=102&type=chunk) - An accrued liability of **$1.7 million** exists for potential state and local sales taxes and surcharges that may be imposed by various taxing authorities[97](index=97&type=chunk) [Note 11: Geographical Information](index=102&type=section&id=11.%20Geographical%20Information) In 2023, **89%** of the company's revenue (**$812.7 million**) and **94%** of its net property and equipment (**$101.6 million**) were concentrated in the United States Revenue by Geographic Region (in thousands) | Region | 2023 | 2022 | 2021 | | :--- | :--- | :--- | :--- | | United States | $812,708 | $702,206 | $556,385 | | International | $97,780 | $76,640 | $53,206 | | **Total** | **$910,488** | **$778,846** | **$609,591** | Property and Equipment, Net by Geographic Region (in thousands) | Region | Dec 31, 2023 | Dec 31, 2022 | | :--- | :--- | :--- | | United States | $101,567 | $92,659 | | International | $7,005 | $8,562 | | **Total** | **$108,572** | **$101,221** | [Note 12: Retirement Plans](index=102&type=section&id=12.%20Retirement%20Plans) The company incurred **$2.4 million** in 401(k) contribution expense in 2023 and maintains a **$0.8 million** defined benefit plan liability for employees in the Philippines - The company's contribution expense for its 401(k) plan was **$2.4 million** in 2023 and **$2.1 million** in 2022[107](index=107&type=chunk) - A defined benefit plan for employees in the Philippines had a total liability of **$0.8 million** as of December 31, 2023[109](index=109&type=chunk) [Note 13: Leases](index=103&type=section&id=13.%20Leases) As of December 31, 2023, total operating lease liabilities were **$47.1 million** and finance lease liabilities were **$4.6 million**, with a total lease expense of **$14.6 million** for 2023 Lease Liabilities (in thousands, as of Dec 31, 2023) | Lease Type | Right-of-Use Assets | Total Liabilities | | :--- | :--- | :--- | | Operating Leases | $38,873 | $47,109 | | Finance Leases | $4,564 | $4,644 | Maturities of Lease Liabilities (in thousands, as of Dec 31, 2023) | Year | Operating Leases | Finance Leases | | :--- | :--- | :--- | | 2024 | $12,283 | $1,991 | | 2025 | $9,329 | $1,991 | | 2026 | $7,109 | $1,013 | | 2027 | $5,969 | — | | Thereafter | $17,291 | — | | **Total Payments** | **$51,981** | **$4,995** | [Note 14: Acquisitions](index=105&type=section&id=14.%20Acquisitions) On August 14, 2023, the company acquired Aceyus, Inc. for approximately **$82.0 million** in cash, resulting in **$62.0 million** of goodwill and **$22.1 million** of identifiable intangible assets - The company acquired Aceyus, Inc. on August 14, 2023, for total cash consideration of approximately **$82.0 million**[115](index=115&type=chunk) Preliminary Purchase Price Allocation (in thousands) | Assets Acquired / Liabilities Assumed | Amount | | :--- | :--- | | Tangible & Other Assets | $4,809 | | Acquired technology | $19,100 | | Customer relationships | $2,550 | | Trademarks | $500 | | Goodwill | $61,992 | | Liabilities assumed | $(6,939) | | **Total** | **$82,012** | [Note 15: Selected Quarterly Financial Data (Unaudited)](index=106&type=section&id=15.%20Selected%20Quarterly%20Financial%20Data%20(Unaudited)) This note presents unaudited quarterly financial data for 2023 and 2022, showing sequential revenue growth in 2023, from **$218.4 million** in Q1 to **$239.1 million** in Q4 2023 Quarterly Results (Unaudited, in thousands) | Quarter | Revenue | Gross Profit | Net Loss | | :--- | :--- | :--- | :--- | | Q1 2023 | $218,439 | $113,683 | $(27,248) | | Q2 2023 | $222,882 | $118,521 | $(21,739) | | Q3 2023 | $230,105 | $119,025 | $(20,419) | | Q4 2023 | $239,062 | $126,569 | $(12,358) | [Changes in and Disagreements with Accountants on Accounting and Financial Disclosure](index=107&type=section&id=ITEM%209.%20Changes%20in%20and%20Disagreements%20with%20Accountants%20on%20Accounting%20and%20Financial%20Disclosure) There were no changes in or disagreements with accountants on accounting and financial disclosure - No changes in or disagreements with accountants on accounting and financial disclosure[147](index=147&type=chunk) [Controls and Procedures](index=107&type=section&id=ITEM%209A.%20Controls%20and%20Procedures) Management concluded that disclosure controls and internal control over financial reporting were effective as of December 31, 2023, with no material changes in Q4 2023 - Management concluded that as of December 31, 2023, the company's disclosure controls and procedures were effective[149](index=149&type=chunk) - Management's assessment concluded that the company's internal control over financial reporting was effective as of December 31, 2023[150](index=150&type=chunk) - There were no changes in internal control over financial reporting during the fourth quarter of 2023 that materially affected, or are reasonably likely to materially affect, internal controls[151](index=151&type=chunk) [Other Information](index=108&type=section&id=ITEM%209B.%20Other%20Information) No directors or officers adopted, modified, or terminated Rule 10b5-1 or non-Rule 10b5-1 trading arrangements during Q4 2023 - No directors or officers adopted, modified, or terminated a Rule 10b5-1 trading plan in Q4 2023[153](index=153&type=chunk) [Disclosure Regarding Foreign Jurisdictions that Prevent Inspections](index=108&type=section&id=ITEM%209C.%20Disclosure%20Regarding%20Foreign%20Jurisdictions%20that%20Prevent%20Inspections) This item is not applicable to the company - Not applicable[154](index=154&type=chunk) PART III [Directors, Executive Officers and Corporate Governance](index=109&type=section&id=ITEM%2010.%20Directors%2C%20Executive%20Officers%20and%20Corporate%20Governance) Information on directors, executive officers, and corporate governance is incorporated by reference from the 2024 Proxy Statement - Required information is incorporated by reference from the 2024 Proxy Statement[128](index=128&type=chunk)[157](index=157&type=chunk) [Executive Compensation](index=109&type=section&id=ITEM%2011.%20Executive%20Compensation) The information required for this item is incorporated by reference from the company's definitive Proxy Statement for the 2024 Annual Meeting of Stockholders - Required information is incorporated by reference from the 2024 Proxy Statement[129](index=129&type=chunk) [Security Ownership of Certain Beneficial Owners and Management and Related Stockholder Matters](index=109&type=section&id=ITEM%2012.%20Security%20Ownership%20of%20Certain%20Beneficial%20Owners%20and%20Management%20and%20Related%20Stockholder%20Matters) The information required for this item is incorporated by reference from the company's definitive Proxy Statement for the 2024 Annual Meeting of Stockholders - Required information is incorporated by reference from the 2024 Proxy Statement[158](index=158&type=chunk) [Certain Relationships and Related Transactions, and Director Independence](index=109&type=section&id=ITEM%2013.%20Certain%20Relationships%20and%20Related%20Transactions%2C%20and%20Director%20Independence) The information required for this item is incorporated by reference from the company's definitive Proxy Statement for the 2024 Annual Meeting of Stockholders - Required information is incorporated by reference from the 2024 Proxy Statement[158](index=158&type=chunk) [Principal Accountant Fees and Services](index=109&type=section&id=ITEM%2014.%20Principal%20Accountant%20Fees%20and%20Services) The information required for this item is incorporated by reference from the company's definitive Proxy Statement for the 2024 Annual Meeting of Stockholders - Required information is incorporated by reference from the 2024 Proxy Statement[158](index=158&type=chunk) PART IV [Exhibits and Financial Statement Schedules](index=110&type=section&id=ITEM%2015.%20Exhibits%20and%20Financial%20Statement%20Schedules) This section lists all exhibits and financial statement schedules, including consolidated financial statements (Item 8) and an index of corporate governance documents, debt agreements, and material contracts - The Consolidated Financial Statements of Five9, Inc. are set forth under Part II, Item 8 of the report[162](index=162&type=chunk) - An index of exhibits filed with the report is provided, including corporate governance documents, debt agreements, and material contracts[164](index=164&type=chunk)[165](index=165&type=chunk) [Form 10–K Summary](index=112&type=section&id=ITEM%2016.%20Form%2010%E2%80%93K%20Summary) No Form 10-K summary is provided - No Form 10-K summary is provided[141](index=141&type=chunk)

Revenue - Revenue for Q4 2023 is expected to be in the range of $239.0 to $240.0 million[6] - Revenue for the fourth quarter of 2023 increased 15% to a record $239.1 million, compared to $208.3 million for the fourth quarter of 2022[31] - Total revenue for 2023 increased 17% to a record $910.5 million, compared to $778.8 million in 2022[33] - Revenue for the business outlook is projected to be in the range of $1.053 to $1.057 billion[74] - Revenue for the twelve months ended December 31, 2023, was $910.488 million, compared to $778.846 million in 2022[78] Non-GAAP Net Income - Non-GAAP net income for Q4 2023 was $45.1 million, or 18.9% of revenue and $0.61 per diluted share, compared to $39.0 million, or 18.7% of revenue and $0.54 per diluted share in Q4 2022[5] - Non-GAAP net income for 2023 was $149.9 million, or 16.5% of revenue and $2.05 per diluted share, compared to $106.7 million, or 13.7% of revenue and $1.50 per diluted share in 2022[21] - Non-GAAP net income per share for full year 2024 is expected to be in the range of $2.14 to $2.18, assuming diluted shares outstanding of approximately 75.9 million[17] - Non-GAAP net income per share is expected to be in the range of $0.37 to $0.39, with diluted shares outstanding of approximately 74.7 million[71] GAAP Net Loss - GAAP net loss for Q4 2023 was $(12.4) million, or (5.2)% of revenue and $(0.17) per basic share, compared to $(13.7) million, or (6.6)% of revenue and $(0.19) per basic share in Q4 2022[15] - GAAP net loss for 2023 was $(81.8) million, or (9.0)% of revenue and $(1.13) per basic share, compared to GAAP net loss of $(94.7) million, or (12.2)% of revenue and $(1.35) per basic share, in 2022[27] - GAAP net loss per share in the range of $(0.34) to $(0.28), assuming basic shares outstanding of approximately 73.6 million[28] - GAAP net loss per share in the range of $(0.61) to $(0.53), assuming basic shares outstanding of approximately 74.6 million[36] - Net loss for the year ended December 31, 2023 was $81.764 million, compared to $94.650 million in the previous year[63] - Net loss for the twelve months ended December 31, 2023, was $81.764 million, compared to $94.650 million in 2022[78] Adjusted EBITDA - Adjusted EBITDA for Q4 2023 was $48.3 million, or 20.2% of revenue, compared to $46.2 million, or 22.2% of revenue in Q4 2022[19] - Adjusted EBITDA for 2023 was $166.3 million, or 18.3% of revenue, compared to $140.4 million, or 18.0% of revenue in 2022[23] - Adjusted EBITDA for 2023 was $166.3 million, or 18.3% of revenue, compared to $140.4 million, or 18.0% of revenue, in 2022[76] GAAP Gross Margin - GAAP gross margin was 52.9% for Q4 2023, compared to 53.8% for Q4 2022[18] - GAAP gross margin was 52.5% for 2023, compared to 52.8% in 2022[33] Adjusted Gross Margin - Adjusted gross margin was 61.3% for the fourth quarter of 2023, compared to 62.3% for the fourth quarter of 2022[32] - Adjusted gross margin was 61.0% for 2023, compared to 61.3% in 2022[34] Operating Cash Flow - GAAP operating cash flow for 2023 was $128.8 million, compared to $88.9 million in 2022[9] - GAAP operating cash flow for Q4 2023 was $36.5 million, compared to $32.7 million in Q4 2022[70] - Net cash provided by operating activities increased to $128.838 million from $88.865 million year-over-year[63] Stock-Based Compensation - Stock-based compensation for Q4 2023 was $49.6 million, compared to $43.8 million in Q4 2022[3] - Stock-based compensation expenses increased to $206.292 million from $172.507 million year-over-year[63] Expenses - Research and development expenses increased to $50.4 million in 2023, compared to $44.4 million in 2022[25] - Sales and marketing expenses increased to $66.2 million in 2023, compared to $59.3 million in 2022[25] - Research and development expenses for the twelve months ended December 31, 2023, were $156.582 million, compared to $141.794 million in 2022[78] - Sales and marketing expenses for the twelve months ended December 31, 2023, were $296.713 million, compared to $261.990 million in 2022[78] - General and administrative expenses for the twelve months ended December 31, 2023, were $123.079 million, compared to $95.143 million in 2022[78] Assets and Investments - Total assets increased to $1.494568 billion from $1.244485 billion year-over-year[62] - Goodwill increased to $227.412 million from $165.420 million year-over-year[62] - Total current assets increased to $924.054 million from $778.710 million year-over-year[62] - Deferred contract acquisition costs increased to $136.571 million from $114.880 million year-over-year[62] - Purchases of marketable investments increased to $795.002 million from $435.768 million year-over-year[63] Cash and Cash Equivalents - Cash and cash equivalents decreased to $144.842 million from $180.987 million year-over-year[63] Exit Costs - Exit costs related to the closure and relocation of Russian operations were $2.8 million for the year ended December 31, 2023[64] Gross Profit - Gross profit for the twelve months ended December 31, 2023, was $477.798 million, compared to $411.345 million in 2022[78]

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9 Inc. (NASDAQ: FIVN), provider of the Intelligent CX Platform, has been named a leader in the second annual Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC) 2024. The Globe identified Five9 for its strengths, notably its growing range of offerings like Intelligent Virtual Agent (IVA), Agent Assist, and AI Insights. AI offerings provide better customer experiences, with improved self-service capabilities, as well as better agent exp ...

--(BUSINESS WIRE)--Five9, provider of the Intelligent CX Platform, invites you to come see us at CCW Berlin to learn more about solutions that help provide a better CX in customer interactions, see live product demos, and speak with our experts. The theme of this year’s event, which is the 25th CCW in Berlin, is “Unite Human and Artificial Power”. Join us from 27th February until 29th February at the Estrel Berlin. Get your free exhibition pass and set your appointment today. Five9 will exhibit in hall ...

PART I. FINANCIAL INFORMATION [Financial Statements](index=5&type=section&id=ITEM%201.%20Financial%20Statements) The unaudited statements show asset growth to $1.46 billion, a 16% revenue increase, and a reduced net loss [Condensed Consolidated Balance Sheets](index=5&type=section&id=Condensed%20Consolidated%20Balance%20Sheets) Total assets grew to $1.46 billion, driven by marketable investments, while stockholders' equity also increased Condensed Consolidated Balance Sheet Highlights (in thousands) | Account | September 30, 2023 | December 31, 2022 | | :--- | :--- | :--- | | **Assets** | | | | Cash and cash equivalents | $127,828 | $180,520 | | Marketable investments | $572,462 | $434,628 | | Total current assets | $890,673 | $778,710 | | Goodwill | $227,412 | $165,420 | | **Total assets** | **$1,456,444** | **$1,244,485** | | **Liabilities & Equity** | | | | Total current liabilities | $171,976 | $150,776 | | Convertible senior notes — less current portion | $741,169 | $738,376 | | **Total liabilities** | **$962,574** | **$934,520** | | **Total stockholders' equity** | **$493,870** | **$309,965** | [Condensed Consolidated Statements of Operations and Comprehensive Loss](index=6&type=section&id=Condensed%20Consolidated%20Statements%20of%20Operations%20and%20Comprehensive%20Loss) Q3 revenue grew 16% to $230.1 million, while the quarterly net loss improved to $20.4 million Statement of Operations Summary (in thousands, except per share data) | Metric | Q3 2023 | Q3 2022 | Nine Months 2023 | Nine Months 2022 | | :--- | :--- | :--- | :--- | :--- | | Revenue | $230,105 | $198,342 | $671,426 | $570,501 | | Gross Profit | $119,025 | $104,231 | $351,229 | $299,294 | | Loss from operations | $(25,738) | $(21,731) | $(79,978) | $(74,331) | | Net loss | $(20,419) | $(23,207) | $(69,406) | $(80,997) | | Net loss per share | $(0.28) | $(0.33) | $(0.97) | $(1.16) | [Condensed Consolidated Statements of Stockholders' Equity](index=7&type=section&id=Condensed%20Consolidated%20Statements%20of%20Stockholders%27%20Equity) Stockholders' equity grew to $493.9 million, driven by stock-based compensation and capped call settlements Changes in Stockholders' Equity (in thousands) | Account | Dec 31, 2022 | Sep 30, 2023 | | :--- | :--- | :--- | | Additional paid-in capital | $635,668 | $887,087 | | Accumulated deficit | $(323,086) | $(392,492) | | **Total stockholders' equity** | **$309,965** | **$493,870** | [Condensed Consolidated Statements of Cash Flows](index=9&type=section&id=Condensed%20Consolidated%20Statements%20of%20Cash%20Flows) Operating cash flow increased to $92.3 million, while investing activities used $235.0 million Cash Flow Summary (Nine Months Ended, in thousands) | Cash Flow Activity | Sep 30, 2023 | Sep 30, 2022 | | :--- | :--- | :--- | | Net cash provided by operating activities | $92,294 | $56,125 | | Net cash (used in) provided by investing activities | $(234,974) | $20,903 | | Net cash provided by (used in) financing activities | $91,047 | $(38,461) | | **Net (decrease) increase in cash** | **$(51,633)** | **$38,567** | [Notes to Condensed Consolidated Financial Statements](index=12&type=section&id=Notes%20to%20Condensed%20Consolidated%20Financial%20Statements) Notes detail the Aceyus acquisition, $1.05 billion in performance obligations, and convertible note status - On August 14, 2023, the Company acquired Aceyus for total cash consideration of approximately **$82.0 million** to accelerate its ability to migrate large enterprise customers to the cloud and leverage data for its AI & Automation solutions[18](index=18&type=chunk) - As of September 30, 2023, the company had **$1.046 billion** in remaining performance obligations for contracts with original durations greater than one year, with approximately three-fourths expected to be recognized as revenue over the next 24 months[69](index=69&type=chunk) - The company has **$747.5 million** in 0.500% Convertible Senior Notes due in 2025, while the 2023 convertible senior notes matured on May 1, 2023, and were settled[96](index=96&type=chunk)[101](index=101&type=chunk) [Management's Discussion and Analysis of Financial Condition and Results of Operations](index=30&type=section&id=ITEM%202.%20Management%27s%20Discussion%20and%20Analysis%20of%20Financial%20Condition%20and%20Results%20of%20Operations) Management discusses the 16% YoY revenue growth, a 110% retention rate, and the strategic Aceyus acquisition [Overview](index=30&type=section&id=Overview) The company operates a SaaS model with 92% recurring revenue and faces ongoing macroeconomic risks - The company's business model is based on SaaS with recurring subscriptions, with **92% of revenue in Q3 2023** coming from subscription and related usage fees[20](index=20&type=chunk) - The company is subject to macroeconomic risks, including inflation and increased interest rates, which are expected to continue to have an **adverse impact on revenue**[143](index=143&type=chunk)[151](index=151&type=chunk) - In March 2022, the company decided to close its Russia office and establish a new development center in Portugal, incurring costs of **$0.9 million and $2.7 million** in the three and nine months ended September 30, 2023, respectively[151](index=151&type=chunk) [Key Operating and Non-GAAP Financial Performance Metrics](index=31&type=section&id=Key%20Operating%20and%20Non-GAAP%20Financial%20Performance%20Metrics) The Annual Dollar-Based Retention Rate was 110%, while Q3 Adjusted EBITDA increased to $41.3 million - The **Annual Dollar-Based Retention Rate was 110%** for the twelve months ended September 30, 2023, a decrease from 118% in the prior year, attributed to macroeconomic headwinds[148](index=148&type=chunk)[155](index=155&type=chunk) Adjusted EBITDA Reconciliation (in thousands) | Metric | Q3 2023 | Q3 2022 | Nine Months 2023 | Nine Months 2022 | | :--- | :--- | :--- | :--- | :--- | | Net loss | $(20,419) | $(23,207) | $(69,406) | $(80,997) | | Stock-based compensation | $52,611 | $44,503 | $156,721 | $128,682 | | Depreciation and amortization | $12,482 | $11,215 | $35,553 | $33,650 | | **Adjusted EBITDA** | **$41,284** | **$36,705** | **$117,968** | **$94,261** | [Results of Operations](index=34&type=section&id=Results%20of%20Operations) Q3 revenue rose 16% to $230.1 million, with operating expenses increasing due to higher personnel costs Revenue and Gross Profit (in thousands) | Metric | Q3 2023 | Q3 2022 | % Change | | :--- | :--- | :--- | :--- | | Revenue | $230,105 | $198,342 | 16% | | Gross Profit | $119,025 | $104,231 | 14% | | Gross Margin | 52% | 53% | -1 ppt | Operating Expenses (in thousands) | Expense Category | Q3 2023 | Q3 2022 | % Change | | :--- | :--- | :--- | :--- | | Research and development | $40,391 | $34,113 | 18% | | Sales and marketing | $73,366 | $67,353 | 9% | | General and administrative | $31,006 | $24,496 | 27% | [Liquidity and Capital Resources](index=37&type=section&id=Liquidity%20and%20Capital%20Resources) The company holds $718.7 million in working capital and generated $92.3 million in cash from operations - The company had **$718.7 million in working capital** as of September 30, 2023, including $127.8 million in cash and cash equivalents[177](index=177&type=chunk) Cash Flow Summary (Nine Months Ended Sep 30, in thousands) | Activity | 2023 | 2022 | | :--- | :--- | :--- | | Net cash provided by operating activities | $92,294 | $56,125 | | Net cash (used in) provided by investing activities | $(234,974) | $20,903 | | Net cash provided by (used in) financing activities | $91,047 | $(38,461) | [Contractual and Other Obligations](index=39&type=section&id=Contractual%20and%20Other%20Obligations) Significant obligations include $747.5 million in convertible notes and over $140 million in other commitments - Outstanding principal of **$747.5 million** for 2025 convertible senior notes, due June 1, 2025[194](index=194&type=chunk)[196](index=196&type=chunk) - Lease obligations total **$60.1 million**, with $55.1 million for operating leases and $5.0 million for finance leases[199](index=199&type=chunk) - Commitments include **$72.0 million** for cloud services and software, and **$17.0 million** for hosting and telecommunication services[200](index=200&type=chunk)[201](index=201&type=chunk) [Quantitative and Qualitative Disclosures about Market Risk](index=42&type=section&id=ITEM%203.%20Quantitative%20and%20Qualitative%20Disclosure%20about%20Market%20Risk) Market risk exposure is unchanged, primarily related to interest rates and foreign currency fluctuations - **Market risk exposure has not changed materially** since year-end 2022[206](index=206&type=chunk) - Interest rate sensitivity exists for the **$700.3 million** in cash, cash equivalents, and marketable securities, though a hypothetical 100 basis point change in interest rates would not have a material impact[207](index=207&type=chunk) - Foreign currency risk primarily affects operating expenses, where a hypothetical 10% change in exchange rates would have a maximum impact of **$5.9 million**[207](index=207&type=chunk) [Controls and Procedures](index=43&type=section&id=ITEM%204.%20Controls%20and%20Procedures) Management concluded that disclosure controls and procedures were effective with no material changes reported - Management, including the CEO and CFO, concluded that **disclosure controls and procedures were effective** as of September 30, 2023[209](index=209&type=chunk) - **No material changes** to internal control over financial reporting occurred during the third quarter of 2023[210](index=210&type=chunk) PART II. OTHER INFORMATION [Legal Proceedings](index=44&type=section&id=ITEM%201.%20Legal%20Proceedings) Ongoing legal matters are not expected to have a material impact on the company's financial condition - The company is involved in various legal matters but **does not expect them to have a material impact** on its financial position[130](index=130&type=chunk)[213](index=213&type=chunk) [Risk Factors](index=44&type=section&id=ITEM%201A.%20Risk%20Factors) New risk factors focus on the development, regulation, and internal use of Artificial Intelligence technologies - A key risk is that the continued development of the company's **AI solutions may not be successful**, meet client needs, or achieve market acceptance, potentially harming operating results[214](index=214&type=chunk) - The company faces legal and business risks from new and evolving AI technologies, including potential **regulatory scrutiny, litigation, and intellectual property disputes**[214](index=214&type=chunk) - The use of AI by the company's workforce presents risks related to **data protection, exposure of confidential information, and misuse of intellectual property**[5](index=5&type=chunk)[215](index=215&type=chunk) [Unregistered Sales of Equity Securities and Use of Proceeds](index=45&type=section&id=ITEM%202.%20Unregistered%20Sales%20of%20Equity%20Securities%20and%20Use%20of%20Proceeds) The company reports no unregistered sales of equity securities during the reporting period - Not applicable[216](index=216&type=chunk) [Defaults Upon Senior Securities](index=45&type=section&id=ITEM%203.%20Defaults%20Upon%20Senior%20Securities) The company reports no defaults upon senior securities during the reporting period - None[217](index=217&type=chunk) [Mine Safety Disclosures](index=45&type=section&id=ITEM%204.%20Mine%20Safety%20Disclosures) This section is not applicable to the company's business operations - Not applicable[218](index=218&type=chunk) [Other Information](index=45&type=section&id=ITEM%205.%20Other%20Information) The Chief Accounting Officer adopted a Rule 10b5-1 trading plan to cover tax obligations from RSU vesting - On September 13, 2023, Chief Accounting Officer Leena Mansharamani adopted a **Rule 10b5-1 trading arrangement** to satisfy tax obligations upon the vesting of restricted stock units[6](index=6&type=chunk)[219](index=219&type=chunk)[223](index=223&type=chunk) [Exhibits](index=46&type=section&id=ITEM%206.%20Exhibits) Filed exhibits include amended bylaws, CEO/CFO certifications, and interactive XBRL data files - The report includes several exhibits, such as **Amended and Restated Bylaws, CEO/CFO certifications (Rule 302 and 906), and XBRL data files**[220](index=220&type=chunk)