Core Insights - Five9 (FIVN) is focusing its growth strategy on a strategic partner ecosystem as enterprises transition to AI-driven customer experience platforms [1] - The company is enhancing its cloud contact center platform by integrating it with enterprise systems, allowing for modernization of customer service operations while maintaining existing workflows [1] Growth Strategy - The ecosystem-driven strategy is enhancing Five9's capability to secure larger and more complex enterprise deployments, with partner integrations becoming essential for customer service modernization [2] - The partnership with ServiceNow is a key component, enabling unified voice and digital interactions powered by AI, which is increasingly embedded in daily workflows [2] - Collaborations with Salesforce and Google Cloud are expected to broaden enterprise adoption and enhance customer engagement capabilities [3] Financial Performance - Five9 reported revenues of $286 million in Q3 2025, reflecting an 8% year-over-year growth, with subscription revenues increasing by 10% [3] - The Zacks Consensus Estimate for Five9's 2025 revenues is $1.15 billion, indicating a 10.04% year-over-year growth [3] - The estimated earnings for 2025 are projected at $2.93 per share, suggesting an 18.62% year-over-year growth [10] Competitive Landscape - Five9 faces competition from NICE and RingCentral in the cloud-based customer communications and contact center software market [4] - NICE focuses on analytics and workforce optimization, while RingCentral emphasizes unified communications [4] - Five9 differentiates itself through deeper workflow integration with enterprise systems rather than modular add-ons [4] Valuation Metrics - Five9 shares are currently trading at a forward 12-month price-to-earnings ratio of 17.03X, which is lower than the industry's 33.38X [8] - The company holds a Value Score of A, indicating favorable valuation metrics [8] - Five9 has experienced a share price decline of 25.2% over the past six months, underperforming the Zacks Internet - Software industry [5]

Core Insights - Five9 (FIVN) shares have declined 49.1% over the past 12 months, underperforming the Zacks Computer and Technology sector's return of 27.3% and the Zacks Internet Software industry's appreciation of 4.5% due to macroeconomic challenges and a transitional phase in its commercial business [1][5][9] Financial Performance and Projections - For 2025, FIVN expects revenues between $1.1435 billion and $1.1495 billion, with an adjusted EBITDA margin of approximately 23% [3] - The company anticipates exceeding a non-GAAP EPS of $3.14 for 2026, with an adjusted EBITDA margin expanding to 24% or higher and annual free cash flow reaching approximately $175 million [3] Competitive Positioning - FIVN differentiates itself with a platform that integrates AI agents and human agents, leveraging complete conversational history to enhance customer relationships [6][7] - The company has attracted over 3,000 customers globally and achieved its highest number of new $1 million-plus ARR logo wins in two years during Q3 2025 [7] AI and Market Trends - FIVN is benefiting from a surge in demand for AI-powered customer experience solutions, with enterprise AI revenue growing 41% year over year and AI bookings rising over 80% in Q3 2025 [8][9] - Strategic partnerships with ServiceNow, Salesforce, and Alphabet are enhancing FIVN's market position, with ServiceNow-related bookings quadrupling year to date [10][11] Valuation and Earnings Estimates - FIVN shares are attractively valued with a forward 12-month Price/Earnings ratio of 17.85X, significantly lower than the industry average of 34.04X and the sector average of 29.04X [12] - The Zacks Consensus Estimate for EPS in 2025 is $2.93, indicating an 18.62% year-over-year growth, reflecting increasing confidence in FIVN's subscription-led business model [15] Conclusion - Despite recent underperformance, FIVN is positioned favorably due to strengthening fundamentals, a data-driven platform advantage, and accelerating demand for AI solutions [16]

Core Insights - Five9 announced the winners of the 2025 New Era of CX Awards, recognizing organizations that are innovating customer and employee experiences through AI and automation [1][2] - The awards highlight achievements in seven categories, showcasing how companies are leveraging the Five9 Intelligent CX Platform to enhance customer interactions and drive business outcomes [2] Award Categories and Winners - **AI Elevated CX Trailblazer**: Northwestern Mutual achieved a 94% CSAT accuracy rate and improved operational efficiency through AI Insights and Agent Assist [4] - **Best in CX Self Service**: The Dufresne Group increased CSAT from 60% to 95% by implementing Five9 IVAs, enhancing customer self-service and agent interactions [4] - **Best CX Platform Innovator**: SONDA's Help Desk 2.0 integration with Five9 led to a 27% rise in agent productivity across LATAM [4] - **Most Trusted Expert Award**: Christian Healthcare Ministries reduced call abandonment from 10.1% to 1.8% by modernizing member engagement with Five9 [4] - **Revenue Execution Impact**: Omaha Steaks utilized Five9 SecurePay to protect millions in revenue and scale agent operations from 200 to 1,500 during peak season [4] - **CX Leader of the Year**: Synovus Bank transformed its contact center, reducing call abandonment rates from 31% to 7% and improving wait times from 6:53 to 1:26 [4] - **Judges' Choice**: BTG Pactual created a high-performance CX ecosystem by combining AI orchestration with human expertise [4] Company Overview - Five9 provides the Intelligent CX Platform, empowering organizations to create AI-driven customer experiences that yield better business outcomes [5] - The platform is trusted by over 3,000 customers and 1,400 partners globally, emphasizing its role in enhancing customer engagement [5]

Financial Data and Key Metrics Changes - In Q3 2025, Five9 reported revenue of $286 million, representing an 8% year-over-year growth [19] - Subscription revenue, which constitutes 81% of total revenue, grew by 10% year-over-year, primarily driven by enterprise AI revenue, which increased by 41% year-over-year [20] - Adjusted EBITDA grew by 37% year-over-year, achieving a margin of 25%, while free cash flow increased by 84% year-over-year, reaching a margin of 13% [5][23] Business Line Data and Key Metrics Changes - Enterprise AI bookings grew over 80% year-over-year, contributing to a healthy backlog [5] - Telecom usage accounted for 12% of revenue, while professional services made up 7%, both categories are not growth drivers and are becoming a smaller percentage of total revenue [20] - The commercial business represented 9% of total revenue but declined in the teens year-over-year as the company focuses on the enterprise market [21] Market Data and Key Metrics Changes - Gartner forecasts the traditional CCAS market to grow at a 9% CAGR and the GenAI customer service market at a 34% CAGR through 2029, leading to a combined annual spend of $48 billion [6] - Five9's dollar-based retention rate was 107% in Q3, down from 108% in Q2, attributed to tough comparisons from previous periods [21][22] Company Strategy and Development Direction - Five9 aims to maintain operational improvements while investing in AI and go-to-market initiatives, targeting the Rule of 40 by 2027 [5][28] - The company is focused on building strategic partnerships, with significant growth in ACV bookings with ServiceNow and Salesforce [12][19] - Five9 is positioned as a leader in the AI-powered customer experience market, leveraging its platform to integrate AI and human agents [10][11] Management's Comments on Operating Environment and Future Outlook - Management expressed optimism about the company's foundation for the next decade, emphasizing the importance of AI in customer experience [12][13] - The CEO search is progressing well, with a focus on finding a leader experienced in product innovation and operational excellence [14] - The company anticipates a return to double-digit revenue growth in the second half of 2026, driven by strong install-based bookings and new logos [26][27] Other Important Information - Five9 announced a $150 million share repurchase program, reflecting confidence in long-term growth opportunities [19] - The company expects Q4 revenue to be approximately $297.7 million, indicating a sequential growth of 4% [24] Q&A Session Summary Question: What happened in the quarter regarding guidance? - Management noted that the growth environment is transitioning, leading to expectations of smaller beats in guidance. Subscription revenue growth was impacted by tough comparisons and a decline in commercial revenue due to underallocation of demand and a gap in sales capacity [30][31] Question: Why is it taking so long to translate install-based bookings to revenue? - Management explained that install-based bookings have longer implementation cycles, and revenue conversion will ramp up throughout 2026, particularly in the second half of the year [35][36] Question: What is the current state of the bookings environment? - The company reported strong bookings momentum, with AI bookings up 80% year-over-year and record install-based bookings [40][41] Question: Are there any pricing pressures on core live agent seats? - Management indicated that there is no significant pricing pressure at renewal time, and customers are looking for pricing models that incorporate AI [79][81]

Core Insights - Five9 Inc. has launched Five9 Fusion for ServiceNow, an AI-powered solution aimed at enhancing customer service experiences through unified voice and digital interactions [1][2]. Group 1: Product Launch and Features - Five9 Fusion integrates voice and digital interactions via an AI transcription stream, featuring a single routing engine to improve customer service delivery [2]. - The solution combines Five9's real-time system actions with ServiceNow's Customer Service Management (CSM), creating a unified AI-powered platform for businesses [2][4]. - The integration reduces expenses and provides end-to-end visibility across the customer journey, equipping agents with instant context and tools for quicker issue resolution [3]. Group 2: Benefits and Impact - Five9 Fusion aims to eliminate the friction of using multiple systems, empowering agents with a single interface for more efficient and personalized interactions [4]. - The integration enhances the customer experience by making every touchpoint more intuitive and impactful for both customers and agents [4]. - Five9's use of Generative AI in its cloud contact center platform aims to deliver more human-like and efficient customer interactions through its Genius AI Suite [4].

Core Insights - ServiceNow, Inc. is recognized as one of the best technology stocks for long-term investment, particularly following the announcement of Five9 Fusion, an AI-powered integration for enhancing customer interactions [1][2]. Group 1: Integration and Features - Five9 Fusion integrates voice and digital customer interactions using real-time AI transcription and a unified routing engine, aimed at improving customer service efficiency [2]. - The integration allows agents to access instant context and tools for quicker issue resolution, enhancing proactive service capabilities [3]. - Current AI features include real-time transcription in ServiceNow Workspace and unified routing to connect interactions to the appropriate agents, with future enhancements planned for early 2026 [3]. Group 2: Company Overview - ServiceNow, Inc. offers a cloud-based AI platform known as the Now Platform, which assists organizations in digitizing and automating workflows [4].