Market Opportunity & Innovation - The company operates in a growing market, transitioning from CCaaS migration to AI-powered platforms, and from human interactions to AI-powered self-service[16, 17, 19, 21, 24, 27, 29] - Agentic AI in Customer Service market is projected to grow from $4.8 billion in 2024 to $190.5 billion in 2034[22] - The company's AI platform orchestrates workflows, agents, and knowledge to reimagine customer experience[33, 67] - The company's AI platform orchestrates over 15 billion interactions[38] Go-to-Market Strategy & Customer Adoption - The company leverages a broad partner ecosystem, with over 400 global CX partners[60] - 70% of large enterprise deals were partner-led[60] - A large global entertainment company expanded its ARR 12x from 2023 to 2025, with AI & Self-Service accounting for 40% of ARR in 2025[63] Financial Performance & Growth - The company's total revenue grew at a CAGR of 13% from 2020 to 2024, reaching $2.735 billion in 2024[99] - Cloud revenue accounted for 73% of total revenue in 2024, reaching $1.984 billion[108] - The company has over 400 customers with $1M+ in cloud revenue[111] - International cloud revenue grew at a CAGR of 52% from 2020 to 2024, reaching $198 million in 2024[113] - The company's Q1 2025 AI & Self-Service ARR was $208 million, a 39% year-over-year increase[120] - The company's 2024 Free Cash Flow (FCF) was $733 million, representing a 26.8% margin and a 53% year-over-year increase[131, 133]