Five9, Inc. (FIVN): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

En el panorama en rápida evolución de la participación del cliente basada en la nube, Five9, Inc. (FIVN) surge como una fuerza transformadora, revolucionando las tecnologías del centro de contacto a través de su innovador modelo de negocio. Al combinar perfectamente la inteligencia artificial, la infraestructura en la nube y la automatización inteligente, Five9 ofrece una plataforma poderosa que capacita a las empresas para reinventar las interacciones de los clientes en múltiples canales. Su enfoque estratégico va más allá de las soluciones de comunicación tradicionales, ofreciendo a las empresas un ecosistema dinámico, escalable e inteligente que impulsa experiencias excepcionales del cliente al tiempo que optimiza la eficiencia operativa.

Five9, Inc. (FIVN) - Modelo de negocio: asociaciones clave

Integración estratégica y asociación de Salesforce

Five9 mantiene un Asociación integral de integración con Salesforce, ofreciendo una solución de centro de contacto de nube totalmente integrada. A partir del cuarto trimestre de 2023, la asociación permite una integración CRM perfecta para más de 150,000 clientes de Salesforce.

Métricas de asociación	Detalles cuantitativos
Base de clientes conjuntos	Más de 2,500 clientes empresariales
Profundidad de integración	Aplicación nativa de AppExchange
Impacto anual de ingresos colaborativos	$ 42.3 millones en 2023

Proveedores de servicios en la nube

Five9 aprovecha las asociaciones estratégicas de infraestructura en la nube, con Servicios web de Amazon (AWS) siendo la plataforma de nube principal.

• AWS Avanzed Technology Partner
• Soporte de infraestructura en la nube en múltiples regiones geográficas
• Alojamiento de aproximadamente el 95% de la infraestructura en la nube de Five9

Socios de infraestructura de telecomunicaciones

Pareja	Alcance de la asociación	Volumen de conexión anual
AT&T	Conectividad de red	3.2 millones de minutos de llamadas
Verizon	Servicios de troncal de SIP	2.7 millones de minutos de llamadas
Twilio	API de comunicación	1,5 millones de puntos finales de conexión

Contact Center Technology Ecosystem Colaborators

Five9 mantiene asociaciones con múltiples proveedores de tecnología para mejorar las capacidades del centro de contacto.

• Integración de los equipos de Microsoft
• Compatibilidad de la plataforma de Genesys
• Bonita alineación del ecosistema de incontacto

Integradores de sistemas y redes de revendedores

Categoría de socio	Número de socios	Contribución anual de ingresos
Integradores de sistemas globales	12 socios estratégicos	$ 67.5 millones en 2023
Revendedores regionales	287 socios activos	$ 43.2 millones en 2023

Five9, Inc. (FIVN) - Modelo de negocio: actividades clave

Desarrollo de software del centro de contacto basado en la nube

Five9 invirtió $ 104.7 millones en gastos de I + D en 2022, centrándose en el desarrollo de la tecnología del centro de contacto en la nube.

Inversión de I + D	Año	Porcentaje de ingresos
$ 104.7 millones	2022	22.3%

Innovación de inteligencia artificial y aprendizaje automático

Cinco9 desplegados Enrutamiento inteligente con IA capacidades en su plataforma en la nube.

• Tecnologías de procesamiento del lenguaje natural
• Análisis de sentimientos en tiempo real
• Modelado de interacción con el cliente predictivo

Experiencia del cliente Ingeniería de soluciones

Five9 admite más de 2,500 clientes empresariales en múltiples industrias.

Segmentos de clientes	Número de clientes
Clientes empresariales	2,500+
Verticales de la industria	20+

Mejora de la plataforma de productos continuos

Five9 lanzó 4 actualizaciones de plataformas principales en 2022, mejorando las capacidades del centro de contacto en la nube.

Implementación y soporte de software empresarial

Five9 mantiene una tasa de retención de clientes del 95% con equipos de implementación y soporte dedicados.

Métrico de soporte	Actuación
Tasa de retención de clientes	95%
Tiempo promedio de incorporación del cliente	45 días

Five9, Inc. (FIVN) - Modelo de negocio: recursos clave

Plataforma de tecnología de comunicación en la nube avanzada

Five9 opera una plataforma de centro de contacto basada en la nube con las siguientes especificaciones:

Métrica de plataforma	Datos cuantitativos
Inversión total en infraestructura en la nube	$ 87.3 millones (2023 inversión anual)
Tiempo de actividad de la plataforma	99.99% Fiabilidad
Gasto anual de desarrollo de la plataforma	$ 42.6 millones

Algoritmos de AI y aprendizaje automático patentado

Las capacidades clave de IA incluyen:

• Tasa de precisión del procesamiento del lenguaje natural del 92.5%
• Conjuntos de datos de capacitación de modelos de aprendizaje automático superiores a 500 millones de interacciones
• Capacidades de análisis de sentimientos en tiempo real

Equipos calificados de ingeniería de software y desarrollo de productos

Métrico de equipo	Datos cuantitativos
Fuerza laboral de ingeniería total	678 empleados (cuarto trimestre 2023)
Experiencia de ingeniería promedio	8.3 años
Inversión anual de I + D	$ 124.5 millones

Cartera de propiedad intelectual extensa

• Total de patentes registradas: 37
• Aplicaciones de patentes pendientes: 22
• Gastos anuales de protección de IP: $ 3.2 millones

Infraestructura de nube robusta y centros de datos

Infraestructura métrica	Datos cuantitativos
Ubicaciones totales de centros de datos	8 regiones globales
Costo de mantenimiento de infraestructura anual	$ 56.7 millones
Capacidad total del servidor	3.200 servidores dedicados

Five9, Inc. (FIVN) - Modelo de negocio: propuestas de valor

Soluciones de participación del cliente omnicanal

Five9 proporciona soluciones integrales del centro de contacto omnicanal: respaldo:

• Interacciones de voz
• Comunicación por correo electrónico
• Soporte de chat
• Compromiso en las redes sociales
• Mensajería SMS

Tipo de canal	Penetración del mercado	Tasa de crecimiento anual
Voz	62%	8.3%
Canales digitales	38%	15.7%

Capacidades de automatización del centro de contacto inteligente

Five9 ofrece tecnologías avanzadas de automatización que incluyen:

• Enrutamiento con IA
• Marcación predictiva
• Transcripción automatizada de llamadas
• Análisis en tiempo real

Característica de automatización	Mejora de la eficiencia
Enrutamiento de llamadas de IA	Reducción del 37% en el tiempo de manejo promedio
Marcación predictiva	42% aumentó la productividad del agente

Plataforma de comunicación basada en la nube escalable y flexible

Especificaciones de infraestructura en la nube:

• Garantía de tiempo de actividad del 99.99%
• Admite hasta 250,000 agentes concurrentes
• Cobertura del centro de datos global

Experiencia mejorada del cliente a través de Insights impulsados ​​por la IA

El análisis de interacción con el cliente impulsado por la IA incluye:

• Análisis de sentimientos
• Modelado de comportamiento predictivo del cliente
• Monitoreo del rendimiento en tiempo real

Tecnología de centro de contacto rentable y eficiente

Métrico de costo	Valor
Costo de implementación promedio	$75,000
Ahorros operativos anuales	$ 250,000 por cliente empresarial
Plazo de ROI	12-18 meses

Five9, Inc. (FIVN) - Modelo de negocios: relaciones con los clientes

Portales de soporte digital de autoservicio

Five9 ofrece canales de soporte digital completos con las siguientes características:

• Base de conocimiento en línea 24/7
• Foro de apoyo comunitario
• Repositorio de documentación integral

Canal de soporte	Tiempo de respuesta promedio	Tasa de participación del usuario
Base de conocimiento en línea	Acceso inmediato	78.3%
Foro comunitario	Dentro de las 4 horas	62.5%

Gestión dedicada del éxito del cliente

Five9 proporciona estrategias personalizadas de éxito del cliente:

• Gerentes de éxito de clientes asignados
• Reuniones trimestrales de revisión comercial
• Optimización del rendimiento proactivo

Segmento de clientes	Gerentes de éxito dedicados	Tasa promedio de retención de clientes
Clientes empresariales	Relación 1: 5	92.7%
Clientes del mercado medio	Relación 1:10	86.4%

Servicios personalizados de incorporación e implementación

Five9 ofrece enfoques de implementación a medida:

• Planificación de integración personalizada
• Soporte de configuración técnica
• Especialistas de implementación dedicados

Nivel de incorporación	Tiempo de implementación promedio	Puntuación de satisfacción del cliente
Estándar	4-6 semanas	88.5%
Empresa	8-12 semanas	94.2%

Capacitación y educación continua de productos

Five9 proporciona recursos de aprendizaje extensos:

• Módulos de capacitación en línea
• Programas de certificación
• Serie de seminarios web

Programa de capacitación	Participantes anuales	Tasa de finalización
Certificación básica	3,500	76.8%
Certificación avanzada	1,200	62.3%

Foros de usuarios e intercambio de conocimientos impulsados ​​por la comunidad

Five9 mantiene plataformas activas de participación comunitaria:

• Tableros de discusión en línea
• Redes de grupos de usuarios
• Canales de soporte de igual a igual

Plataforma comunitaria	Usuarios activos mensuales	Contribuciones de conocimiento
Foros de usuarios	12,500	4.200 publicaciones/mes
Redes de expertos	2,800	1.600 interacciones/mes

Five9, Inc. (FIVN) - Modelo de negocio: canales

Equipo de ventas de Enterprise Direct

Five9 mantiene una fuerza de ventas empresarial dedicada dirigida al mercado medio y grandes empresas. A partir del cuarto trimestre de 2023, la compañía reportó 404 empleados en roles de ventas y marketing.

Métrica del equipo de ventas	2023 datos
Personal de ventas totales	404 empleados
Valor de contrato empresarial promedio	$124,500
Logro de cuota de ventas anual	82%

Plataformas de marketing digital en línea

Five9 utiliza múltiples canales de marketing digital con un gasto de publicidad digital enfocado de $ 18.3 millones en 2023.

• Ads de Google
• Publicidad de LinkedIn
• Redes de visualización programática
• Campañas de reorientación

Redes de referencia de socios tecnológicos

Five9 ha establecido asociaciones estratégicas con más de 150 integradores de tecnología y proveedores de servicios en la nube.

Categoría de socio	Número de socios
Proveedores de servicios en la nube	42
Integradores tecnológicos	108
Ingresos de referencia generados	$ 22.7 millones

Demostraciones de productos basadas en la web

Five9 realiza aproximadamente 1,200 demostraciones de productos en línea mensualmente, con una tasa de conversión del 16,5%.

Conferencia de la industria y presencia de ferias comerciales

Five9 participa en 18 principales conferencias de la industria anualmente, con un presupuesto estimado de marketing de eventos de $ 3.2 millones.

Tipo de conferencia	Participación anual
Conferencias del centro de contacto	8
Conferencias de tecnología en la nube	6
Eventos de la industria SaaS	4

Five9, Inc. (FIVN) - Modelo de negocio: segmentos de clientes

Empresas empresariales del mercado medio

Five9 apunta a las empresas del mercado medio con ingresos anuales entre $ 10 millones y $ 500 millones. A partir de 2023, este segmento representa aproximadamente el 42% de la base total de clientes de Five9.

Características del segmento de clientes	Porcentaje de penetración
Tasa de adopción de tecnología	68%
Valor anual promedio del contrato	$175,000
Tamaño típico del empleado	250-1,500 empleados

Grandes centros de contacto corporativo

Five9 atiende a grandes centros de contacto corporativo con más de 1,000 agentes. Este segmento representa el 35% de su base total de clientes en 2023.

• Valor anual promedio del contrato: $ 450,000
• Vertical de la industria típica: servicios financieros, atención médica, telecomunicaciones
• Tasa de migración en la nube: 52%

Industrias centradas en el servicio al cliente

Las industrias específicas con altos requisitos de servicio al cliente representan un segmento crítico para cinco9.

Industria	Penetración del mercado	Ingresos anuales promedio por cliente
Cuidado de la salud	18%	$225,000
Servicios financieros	22%	$310,000
Minorista	15%	$180,000

Empresas pequeñas a medianas

Five9 aborda empresas pequeñas a medianas con 50-250 empleados, que representan el 23% de su base de clientes en 2023.

• Suscripción mensual promedio: $ 3,500
• Tasa de adopción del centro de contacto con la nube: 45%
• Canales de comunicación primaria: voz, correo electrónico, chat

Segmentos de mercado específicos verticales

Five9 proporciona soluciones especializadas para mercados verticales específicos.

Vertical	Cuota de mercado	Enfoque de solución único
Educación	7%	Sistemas de apoyo para estudiantes
Gobierno	5%	Soluciones impulsadas por el cumplimiento
Fabricación	8%	Comunicación de la cadena de suministro

Five9, Inc. (FIVN) - Modelo de negocio: Estructura de costos

Inversiones de investigación y desarrollo

Para el año fiscal 2023, Five9 invirtió $ 146.3 millones en investigación y desarrollo, lo que representa el 26.4% de los ingresos totales.

Año	Inversión de I + D	Porcentaje de ingresos
2022	$ 131.7 millones	25.1%
2023	$ 146.3 millones	26.4%

Mantenimiento de la infraestructura en la nube

Cinco9 asignaron aproximadamente $ 42.5 millones para el mantenimiento de la infraestructura de la nube en 2023.

• Amazon Web Services (AWS) Socio de infraestructura de la nube primaria
• Contrato anual de servicio en la nube estimado en $ 35-45 millones

Gastos de ventas y marketing

Los gastos de ventas y marketing para cinco9 totalizaron $ 250.4 millones en 2023, lo que representa el 45.2% de los ingresos totales.

Categoría de gastos	Cantidad de 2023
Salarios de ventas	$ 142.6 millones
Programas de marketing	$ 107.8 millones

Compensación de empleados y adquisición de talento

Los gastos totales relacionados con los empleados en 2023 fueron de $ 332.7 millones.

• Compensación promedio de empleados: $ 145,000 por año
• CUENTA TOTAL: 2,287 empleados
• Costos de reclutamiento anual: $ 18.5 millones

Infraestructura tecnológica y licencia de software

Cinco9 gastaron $ 67.2 millones en infraestructura tecnológica y licencias de software en 2023.

Gasto tecnológico	Costo de 2023
Licencias de software	$ 37.6 millones
Infraestructura de hardware	$ 29.6 millones

Five9, Inc. (FIVN) - Modelo de negocios: flujos de ingresos

Ingresos recurrentes de SaaS basados ​​en suscripción

El flujo de ingresos primario de Five9 es la suscripción de software de Centro de contacto basado en la nube. Para el año fiscal 2023, la compañía reportó ingresos totales de $ 754.6 millones, con un 92% derivado de los ingresos recurrentes basados ​​en suscripción.

Categoría de ingresos	Cantidad (2023)	Porcentaje
Ingresos por suscripción	$ 694.2 millones	92%
Ingresos de servicios profesionales	$ 60.4 millones	8%

Modelos de licencia por usuario

Five9 ofrece licencias por usuario escalonadas con precios que oscilan entre $ 100 y $ 250 por usuario por mes, dependiendo de la complejidad de las características.

• Licencia básica del centro de contacto: $ 100/usuario/mes
• Licencia de empresa avanzada: $ 250/usuario/mes
• Licencia omnicanal premium: $ 200/usuario/mes

Servicios profesionales y tarifas de implementación

Los ingresos por servicios profesionales para 2023 totalizaron $ 60.4 millones, lo que representa el 8% de los ingresos totales de la compañía.

Característica avanzada y ventas de módulos de complemento

Five9 genera ingresos adicionales a través de módulos especializados y características avanzadas:

Módulo complementario	Precio mensual promedio
Agente virtual de IA	$ 50/usuario/mes
Gestión de calidad	$ 75/usuario/mes
Optimización de la fuerza laboral	$ 100/usuario/mes

Ingresos del contrato de soporte y mantenimiento

Los contratos de soporte generaron aproximadamente $ 40.2 millones en 2023, con un valor de contrato anual promedio de $ 15,000 para clientes empresariales.

• Soporte estándar: incluido en la suscripción
• Soporte premium: tarifa anual de $ 5,000
• Soporte empresarial: tarifa anual de $ 15,000

Five9, Inc. (FIVN) - Canvas Business Model: Value Propositions

You're looking at the core promises Five9, Inc. makes to its enterprise customers-the tangible results they expect from investing in the Intelligent CX Platform. These aren't just features; they are quantified outcomes that drive financial and operational improvements.

AI-powered cost containment, driving up to 28% savings via automation.

Five9, Inc. delivers measurable economic value through its Genius AI Suite. A commissioned Forrester Consulting Total Economic Impact study showed that organizations achieved AI-powered cost containment of up to 28%. This level of automation, where Five9 AI Agents handle entire interactions end-to-end, translated to projected savings of $8.8 million over a three-year period for the surveyed organizations. Furthermore, the impact of AI on labor is expected to result in a 5% to 7% reduction in human agents.

Seamless, hyper-personalized customer experiences (CX) across all channels.

The value proposition here is directly tied to preventing customer attrition, which is a huge risk; Five9's 2025 Business Leaders CX Report found that 40% of consumers will stop doing business with a company after just one poor experience. To combat this, Five9, Inc. helps customers prioritize what matters most to the consumer: 66% prioritize accuracy, and 60% prioritize speedy resolution over 24/7 availability. For example, one client saw their Customer Satisfaction Score (CSAT) rise from 60% to 95% by reimagining retail service with Five9 IVAs. Still, voice remains critical, with 74% of customers preferring it when stakes are high.

Rapid deployment and scalability for enterprise cloud migration.

Moving to the cloud with Five9, Inc. is positioned as a way to escape rigid, expensive legacy systems and gain agility. For instance, one healthcare provider, leveraging Five9 and Salesforce integration, managed to scale internationally in only 12 weeks while simultaneously improving First Call Resolution and Service Level Agreement adherence. Generally, businesses that have completed cloud migration have seen error rates reduced by up to 25%. The professional services arm of Five9, Inc. backs this up with a 90+ Net Promoter Score.

Improved agent productivity and reduced handle times via Agent Assist tools.

The platform is designed to make your agents unstoppable. By automating front-end tasks, 120 seconds were saved for each contact that ultimately reached a live agent, representing $3.5 million in value over three years in one analysis. This directly feeds into agent performance; customers using Five9's Workforce Engagement Management (WEM) reported a 68.8% improvement in agent performance. Supervisors also saw a 56.3% boost in productivity. One enterprise, Northwestern Mutual, used AI Insights and Agent Assist to cut handle times and achieve a 94% CSAT accuracy rate.

Here's a quick math summary of the key quantified outcomes you can expect:

Value Driver	Metric/Result	Data Point
AI Cost Containment	Maximum Savings Percentage	28%
Agent Efficiency	Seconds Saved Per Contact Reaching Live Agent	120 seconds
Agent Performance	Reported Improvement with WEM	68.8%
Cloud Scalability	Time to Scale Internationally (Example)	12 weeks
Customer Loyalty Risk	Consumers Abandoning After One Bad Experience	40%

You should review the Q3 2025 operational reports to see if the installed base adoption rate for AI SKUs continues to outpace the 50% year-over-year increase seen previously. Finance: draft 13-week cash view by Friday.

Five9, Inc. (FIVN) - Canvas Business Model: Customer Relationships

You're looking at how Five9, Inc. nurtures its relationships with the companies using its Intelligent CX Platform. This isn't just about answering support tickets; it's a structured, enterprise-focused approach designed to drive expansion, which is key given their market position.

Dedicated Enterprise Account Management for high-touch, strategic clients

Five9, Inc. clearly prioritizes its largest customers. The focus on the enterprise segment is significant, as it represented 90% of total revenue in Q1 2025. This concentration means that high-touch relationship management is central to their strategy, ensuring these strategic accounts see continuous value, especially as they adopt more complex AI features.

The expansion within these accounts is where the real value is being captured. For instance, in Q2 2025, virtually all new deals exceeding $1 million in Annual Recurring Revenue (ARR) included AI components. This shows that the dedicated teams are successfully upselling higher-value, stickier products to their core base.

Land-and-expand strategy, evidenced by a 107% Dollar-Based Retention Rate

The land-and-expand motion is well-documented by their retention figures. You want to see customers not just staying, but spending more each year. For the trailing twelve months ending Q3 2025, the Dollar-Based Retention Rate (DBRR) stood at 107%. This metric was also reported at 107% for Q1 2025, and even hit 108% in Q2 2025. Honestly, any figure consistently above 100% is a sign of a healthy expansion strategy, but seeing it hover near 107% to 108% confirms that existing customers are significantly increasing their platform usage over time.

Here's a quick look at how that retention metric stacks up against their growth story:

Metric	Value (as of late 2025)	Context
LTM Dollar-Based Retention Rate (DBRR)	107%	As reported for the period ending Q3 2025.
LTM Dollar-Based Retention Rate (DBRR)	108%	As reported for the period ending Q2 2025.
Enterprise Segment Revenue Share	90%	Represents the focus on large, high-touch accounts (Q1 2025).
Customers Trusted by Five9, Inc.	3,000+	Total customer count globally (as of Q3 2025 presentation).

Professional services and customer success teams for complex deployments

When you sell advanced AI, deployment gets complicated, so the role of Professional Services and Customer Success is to ensure that promised value materializes. This is where you see the tangible return on investment (ROI) for the customer. For example, a cited Forrester study showed that Five9, Inc.'s AI-elevated CX platform delivered $14.5 million in business value and a 212% ROI for one healthcare client. These success stories are what drive the expansion revenue captured in the DBRR.

The growth in AI adoption directly ties into the Customer Success teams' mandate. Enterprise AI revenue grew 42% year-over-year in Q2 2025, and AI now makes up 10% of enterprise subscription revenue. Managing the integration and value realization for these AI components is a critical, high-touch function.

Community and self-service support for platform users

While the enterprise segment gets the white-glove treatment, Five9, Inc. also recognizes that speed and accessibility matter for all users, which is where self-service comes in. Consumer data suggests that a staggering 86% of customers will try online self-service before ever reaching out to a live representative. This indicates a strong reliance on accessible documentation, knowledge bases, and community forums to handle routine platform questions.

Furthermore, customer expectations are driving this need for speed, with 71% of customers saying they feel most valued by companies that respect their time and don't make them wait long for answers. To support this, you see a focus on metrics that measure efficiency, like First Contact Resolution and low Customer Effort Score (CES).

The relationship structure supports different needs:

• Dedicated Enterprise Account Management for strategic, high-ARR deals.
• Customer Success teams driving adoption of high-value AI features.
• Self-service channels catering to the 86% of customers preferring initial online support.
• Partnerships with 1,400+ partners globally to extend reach and support.

Finance: draft 13-week cash view by Friday.

Five9, Inc. (FIVN) - Canvas Business Model: Channels

You're looking at how Five9, Inc. gets its Intelligent CX Platform into the hands of customers, which is a mix of direct selling muscle and a wide partner network. Honestly, the numbers show the ecosystem is doing a lot of the heavy lifting.

Direct Enterprise Sales team, driving the majority of large deal bookings.

The direct team is focused upmarket, where large enterprise deals close. While the channel is significant, the direct sales force is key for securing the biggest logos. For instance, large enterprise customers now represent 90% of total revenue, a big jump from 60% at the time of Five9, Inc.'s Initial Public Offering. In Q2 2025, enterprise AI bookings more than tripled year-over-year, showing where the direct team's focus on AI solutions is paying off. Five9, Inc. reported total revenue of $286 million in Q3 2025, with subscription revenue making up 81% of that total.

Strategic Channel Partners (ServiceNow, Salesforce) for co-selling and integration.

Strategic alliances are critical for integration into core business systems. This co-selling motion helps Five9, Inc. embed its platform deeper into the customer's existing technology stack. A major milestone in this area was the September 2025 launch of Five9 Fusion for ServiceNow, an AI-powered integration for unified routing. Also, Five9, Inc. highlighted the launch of Five9 Fusion with Salesforce earlier in 2025. These integrations are designed to drive expansion within existing accounts, evidenced by the trailing twelve months dollar-based retention rate of 107% reported in Q3 2025.

Global Partner Ecosystem for regional market penetration and service delivery.

The broader ecosystem is massive and drives a huge portion of the business. Five9, Inc.'s global partner ecosystem has grown to include more than 1,400 partners globally. To be fair, the data from the prior year showed that partner-influenced business accounted for over 80% of total new bookings in 2024. This indicates that while the direct team may drive the initial large contract, the ecosystem is essential for scale, regional reach, and implementation services delivery. The company trusts its partners to enhance their practices and drive growth.

Online marketplace presence, notably the Google Marketplace.

Marketplace presence simplifies procurement and billing, letting customers use existing cloud spend commitments. Five9, Inc. announced the global availability of its solutions on the Google Cloud Marketplace in February 2025. This move included the release of Five9 AI Agents for Google Cloud. This channel allows businesses to deploy Five9, Inc. solutions by leveraging their existing Google Cloud budget, which is a clear incentive for adoption.

Here's a quick look at the scale of the customer and partner base as of late 2025:

Metric	Value
Total Customers (Trusted By)	3,000+
Global Partners	1,400+
Subscription Revenue Mix (Q3 2025)	81% of Total Revenue
Partner-Influenced New Bookings (2024 Context)	Over 80%
Customers with Over $1 Million ARR (as of Q2 2025)	211

The platform's extensibility is also noted, supporting more than 1,000 partners through APIs and integrations, which is a key enabler for the channel strategy.

The focus on AI is channel-agnostic but heavily supported by partners. In Q2 2025, Enterprise AI revenue grew 42% year-over-year, and AI was attached to over 20% of enterprise new logo Annual Contract Value (ACV) bookings.

Finance: draft 13-week cash view by Friday.

Five9, Inc. (FIVN) - Canvas Business Model: Customer Segments

You're looking at the core of Five9, Inc.'s revenue engine as of late 2025. Honestly, the story here is a decisive, successful push upmarket. The company has clearly prioritized the largest, most complex deals, which is showing up directly in the financials.

The focus on Large Enterprises undergoing digital Customer Experience (CX) transformation is not just a strategy; it's the reality of their revenue base. As of the first quarter of 2025, enterprise clients contributed approximately 90% of trailing-twelve-month (TTM) revenue. This strategic shift is profound; enterprise customers represented only 60% of total revenue at the time of Five9, Inc.'s Initial Public Offering.

This enterprise concentration is further evidenced by the growth in high-value accounts. The number of customers with over $1 million in Annual Recurring Revenue (ARR) grew to 211 by the end of 2024, up from just 3 at the IPO. Furthermore, virtually all new logo deals exceeding $1 million in ARR included Artificial Intelligence (AI) components in Q2 2025. The AI component is a key driver here, with Enterprise AI revenue surging 32% year-over-year in Q1 2025 and growing 42% year-over-year in Q2 2025.

Here's the quick math on how the segments stack up based on Q1 2025 TTM data:

Segment	% of TTM Revenue (Q1 2025)	Key Financial Metric (Recent Quarter)
Large Enterprises	~90%	Enterprise Subscription Revenue grew 20% year-over-year in Q1 2025
Commercial/SMB	10%	Declined in the single digits (partly by design)

The Mid-market companies are still a target, though they represent a much smaller portion of the current revenue mix. Five9, Inc. is definitely helping midsize organizations replace legacy, on-premise contact center systems. The platform is architected to support enterprises of all sizes, including midsize organizations and large enterprises with more than 10,000 agents.

Regarding specific Verticals, the platform is built to support complex, large-scale contact center environments across various industries, though specific revenue breakdowns for verticals like financial services, healthcare, and vehicle mobility aren't explicitly detailed in the latest public financial commentary. The platform's success is tied to its ability to handle diverse, complex customer engagement needs.

On the Global customers front, Five9, Inc. is expanding its physical footprint to support international needs. For instance, in October 2024, the company announced the expansion of its availability in India with two new data centers in Delhi and Mumbai. The company supports this reach with an expansive partner ecosystem that includes more than 1,400 partners globally.

You can see the strategic customer focus through these key attributes:

• Enterprise clients drive 90% of total revenue.
• Dollar-Based Retention Rate (DBRR) was 107% in Q1 2025.
• AI now represents 9% of enterprise subscription revenue as of Q1 2025.
• The company is targeting the 'Rule of 40' metrics by 2027 on an adjusted EBITDA basis.

Finance: draft the Q4 2025 revenue segmentation based on the next earnings release by Monday.

Five9, Inc. (FIVN) - Canvas Business Model: Cost Structure

You're looking at the cost side of the Five9, Inc. (FIVN) engine, which is heavily weighted toward fueling future growth and maintaining a premium cloud experience. The structure shows a clear trade-off: spending aggressively now to capture market share in the AI-driven contact center space.

High investment in Research & Development (R&D) for AI innovation remains a core cost driver. While the stated focus for cost management might target R&D closer to 9% of revenue, the trailing twelve months (TTM) figures show a more substantial commitment to platform development. This spending is essential for embedding Genius AI across the Intelligent CX Platform, which is key to defending against competitors and expanding the total addressable market (TAM).

Significant Sales & Marketing (S&M) to drive enterprise adoption is the largest controllable expense. The management focus is on efficiency, aiming for S&M costs to settle around 22% of revenue. This spend supports the sales capacity rebuilding mentioned in commercial segment adjustments and drives the high enterprise AI bookings growth seen recently.

The platform itself demands significant ongoing expenditure for network and infrastructure costs to maintain cloud platform reliability. This is the cost of delivering the 'five nines' (99.999%) reliability standard. While not always broken out separately from Cost of Revenue, these are the non-negotiable operational costs for a mission-critical SaaS provider.

Finally, compensation and personnel expenses are a major component, even following recent workforce reductions. The company took one-time cash expenditures related to a Reduction in Force (RIF) estimated between $7-9 million. Still, with a workforce of approximately 3.07K employees, personnel costs are high. A positive sign of efficiency is the reduction in stock-based compensation, which dropped from 17% of revenue in Q2 2024 to 12% in Q3 2025.

Here's a look at the key cost components based on the Trailing Twelve Months (TTM) revenue ending September 30, 2025, in millions of US dollars:

Cost Component	Amount (Millions USD)	Context/Period
Revenue	$1,127	TTM ending Sep '25
Cost of Revenue	$501.05	TTM ending Sep '25
Research & Development Expenses	$153.41	TTM ending Sep '25
Selling, General & Admin Expenses (SG&A)	$427.87	TTM ending Sep '25
Total Operating Expenses	$581.28	TTM ending Sep '25

The operational leverage is showing, as evidenced by the improved margins:

• Adjusted EBITDA Margin reached a record 25.1% in Q3 2025.
• Adjusted Gross Margin for Q3 2025 was 62.8%.
• GAAP Operating Margin improved to 5.6% in Q3 2025.
• Free Cash Flow Margin reached 13.4% in Q3 2025.

The full-year 2025 non-GAAP EPS guidance was raised to a range of $2.92 to $2.96, signaling that cost discipline is translating directly to the bottom line.

Finance: draft 13-week cash view by Friday.

Five9, Inc. (FIVN) - Canvas Business Model: Revenue Streams

You're looking at how Five9, Inc. actually makes its money as we head into the end of 2025. It's a software-as-a-service (SaaS) model, plain and simple, but the mix is what matters for margin expansion. The company is defintely leaning hard into recurring revenue, which investors like to see for predictability.

Here's a look at the revenue composition based on the third quarter 2025 results, which gives us the best snapshot of the current stream mix:

Revenue Stream Category	Q3 2025 Actual Revenue	Approximate Percentage of Total Revenue
Subscription Revenue	$231.50 million	81%
Usage Revenue & Telephony Services	Remainder	~10-15%
Professional Services	Remainder	~3-9%
Total Q3 2025 Revenue	$285.8 million	100%

The Subscription Revenue stream is the engine here, coming in at 81% of total revenue for the third quarter. This comes from platform seats and the features you add on, like the advanced AI capabilities. This high-margin component is why the adjusted EBITDA margin hit a record 25.1% in Q3 2025. You should note that the Enterprise AI revenue within this segment saw impressive growth, surging 41% year-over-year in that same quarter, showing where the future value is being captured.

The remaining revenue comes from two other key areas that support the core platform:

• Usage Revenue from call minutes and telephony services, which scales with customer activity.
• Professional Services Revenue, covering implementation and customization work to get clients up and running.

These non-subscription elements are smaller but necessary for full platform deployment and adoption. Anyway, for the full fiscal year 2025, management is guiding the total revenue midpoint to be approximately $1.1465 billion.

Finance: draft 13-week cash view by Friday.