Five9, Inc. (FIVN): Modelo de negócios Canvas [Jan-2025 Atualizado]

No cenário em rápida evolução do envolvimento do cliente baseado em nuvem, a Five9, Inc. (FIVN) surge como uma força transformadora, revolucionando as tecnologias de contact center por meio de seu modelo de negócios inovador. Ao misturar perfeitamente a inteligência artificial, a infraestrutura em nuvem e a automação inteligente, o Five9 oferece uma plataforma poderosa que capacita as empresas a reimaginar as interações com os clientes em vários canais. Sua abordagem estratégica vai além das soluções tradicionais de comunicação, oferecendo às empresas um ecossistema dinâmico, escalável e inteligente que impulsiona experiências excepcionais do cliente e otimizando a eficiência operacional.

Five9, Inc. (FIVN) - Modelo de negócios: Parcerias -chave

Salesforce Integração e parceria estratégica

Five9 mantém um Parceria abrangente de integração com o Salesforce, oferecendo uma solução de contact center em nuvem totalmente integrada. A partir do quarto trimestre 2023, a parceria permite a integração contínua de CRM para mais de 150.000 clientes do Salesforce.

Métricas de parceria	Detalhes quantitativos
Base de clientes conjuntos	2.500 mais de clientes corporativos
Profundidade de integração	Aplicação de AppExchange nativo
Impacto anual de receita colaborativa	US $ 42,3 milhões em 2023

Provedores de serviços em nuvem

Five9 aproveita parcerias estratégicas de infraestrutura em nuvem, com Amazon Web Services (AWS) sendo a plataforma de nuvem primária.

• AWS Advanced Technology Partner
• Suporte à infraestrutura em nuvem em várias regiões geográficas
• Hospedando aproximadamente 95% da infraestrutura em nuvem do Five9

Parceiros de infraestrutura de telecomunicações

Parceiro	Escopo da parceria	Volume anual de conexão
AT&T	Conectividade de rede	3,2 milhões de atas de chamada
Verizon	SIP Serviços de Trunking	2,7 milhões de atas de chamada
Twilio	APIs de comunicação	1,5 milhão de terminais de conexão

Contact Center Technology EcoSystem Collaborators

A Five9 mantém parcerias com vários provedores de tecnologia para aprimorar os recursos do Contact Center.

• Integração da Microsoft Teams
• Compatibilidade da plataforma Genesys
• Bom alinhamento do ecossistema de incontactos

Integradores de sistemas e redes de revendedores

Categoria de parceiro	Número de parceiros	Contribuição anual da receita
Integradores de sistemas globais	12 parceiros estratégicos	US $ 67,5 milhões em 2023
Revendedores regionais	287 parceiros ativos	US $ 43,2 milhões em 2023

Five9, Inc. (FIVN) - Modelo de negócios: atividades -chave

Desenvolvimento de software de contact center baseado em nuvem

A Cinco9 investiu US $ 104,7 milhões em despesas de P&D em 2022, concentrando -se no desenvolvimento da tecnologia de contact center em nuvem.

Investimento em P&D	Ano	Porcentagem de receita
US $ 104,7 milhões	2022	22.3%

Inteligência artificial e inovação de aprendizado de máquina

Cinco9 implantados Roteamento inteligente movido a IA Recursos em sua plataforma em nuvem.

• Tecnologias de processamento de linguagem natural
• Análise de sentimentos em tempo real
• Modelagem preditiva de interação com o cliente

Engenharia de soluções de experiência do cliente

A Five9 suporta mais de 2.500 clientes corporativos em vários setores.

Segmentos de clientes	Número de clientes
Clientes corporativos	2,500+
Verticais da indústria	20+

Aprimoramento contínuo da plataforma de produtos

A Five9 lançou 4 grandes atualizações de plataforma em 2022, aprimorando os recursos do Cloud Contact Center.

Implementação e suporte de software corporativo

A Five9 mantém uma taxa de retenção de clientes de 95% com equipes dedicadas de implementação e suporte.

Métrica de suporte	Desempenho
Taxa de retenção de clientes	95%
Tempo médio de integração do cliente	45 dias

Five9, Inc. (FIVN) - Modelo de negócios: Recursos -chave

Plataforma avançada de tecnologia de comunicação em nuvem

O Five9 opera uma plataforma de contact center baseada em nuvem com as seguintes especificações:

Métrica da plataforma	Dados quantitativos
Investimento total de infraestrutura em nuvem	US $ 87,3 milhões (investimento anual de 2023)
Tempo de atividade da plataforma	99,99% de confiabilidade
Despesas anuais de desenvolvimento de plataformas	US $ 42,6 milhões

Algoritmos proprietários de IA e aprendizado de máquina

Os principais recursos de IA incluem:

• Taxa de precisão de processamento de linguagem natural de 92,5%
• Macates Learning Model Training Datasets Exceder 500 milhões de interações
• Capacidades de análise de sentimentos em tempo real

Equipes de engenharia de software qualificadas e desenvolvimento de produtos

Métrica de equipe	Dados quantitativos
Força de trabalho total de engenharia	678 funcionários (Q4 2023)
Experiência média de engenharia	8,3 anos
Investimento anual de P&D	US $ 124,5 milhões

Portfólio de propriedade intelectual extensa

• Total de patentes registradas: 37
• Aplicações de patentes pendentes: 22
• Despesas anuais de proteção de IP: US $ 3,2 milhões

Infraestrutura em nuvem robusta e data centers

Métrica de infraestrutura	Dados quantitativos
Locais totais de data center	8 regiões globais
Custo anual de manutenção de infraestrutura	US $ 56,7 milhões
Capacidade total do servidor	3.200 servidores dedicados

Five9, Inc. (FIVN) - Modelo de negócios: proposições de valor

Soluções de engajamento de clientes omnichannel

O Five9 fornece soluções abrangentes do Omnichannel Contact Center Solutions Suporte:

• Interações de voz
• Comunicação por e -mail
• Suporte de bate -papo
• Engajamento da mídia social
• Mensagens de SMS

Tipo de canal	Penetração de mercado	Taxa de crescimento anual
Voz	62%	8.3%
Canais digitais	38%	15.7%

Capacidades inteligentes de automação de contact center

O Five9 oferece tecnologias avançadas de automação, incluindo:

• Roteamento movido a IA
• Discagem preditiva
• Transcrição de chamada automatizada
• Análise em tempo real

Recurso de automação	Melhoria de eficiência
Roteamento de chamadas da IA	Redução de 37% no tempo médio de alça
Discagem preditiva	42% aumento da produtividade do agente

Plataforma de comunicação escalável e flexível baseada em nuvem

Especificações de infraestrutura em nuvem:

• 99,99% Garantia de tempo de atividade
• Suporta até 250.000 agentes simultâneos
• Cobertura global de data center

Experiência aprimorada do cliente por meio de insights orientados a IA

A análise de interação com o cliente orientada pela IA inclui:

• Análise de sentimentos
• Modelagem preditiva de comportamento do cliente
• Monitoramento de desempenho em tempo real

Tecnologia de contacto de contato econômica e eficiente

Métrica de custo	Valor
Custo médio de implementação	$75,000
Economia operacional anual	US $ 250.000 por cliente corporativo
ROI Timeframe	12-18 meses

Five9, Inc. (FIVN) - Modelo de Negócios: Relacionamentos do Cliente

Portais de suporte digital de autoatendimento

O Five9 oferece canais abrangentes de suporte digital com os seguintes recursos:

• Base de conhecimento online 24/7
• Fórum de Apoio à Comunidade
• Repositório abrangente de documentação

Canal de suporte	Tempo médio de resposta	Taxa de envolvimento do usuário
Base de conhecimento online	Acesso imediato	78.3%
Fórum comunitário	Dentro de 4 horas	62.5%

Gerenciamento dedicado ao sucesso do cliente

O Five9 fornece estratégias de sucesso personalizadas do cliente:

• Gerentes de sucesso do cliente atribuídos
• Reuniões trimestrais de revisão de negócios
• Otimização proativa de desempenho

Segmento de clientes	Gerentes de sucesso dedicados	Taxa média de retenção de clientes
Clientes corporativos	1: 5 proporção	92.7%
Clientes do mercado intermediário	1:10 proporção	86.4%

Serviços personalizados de integração e implementação

O Five9 oferece abordagens de implementação personalizadas:

• Planejamento de integração personalizada
• Suporte de configuração técnica
• Especialistas em implementação dedicados

Tier integrado	Tempo médio de implementação	Pontuação de satisfação do cliente
Padrão	4-6 semanas	88.5%
Empresa	8-12 semanas	94.2%

Treinamento contínuo de produtos e educação

O Five9 fornece extensos recursos de aprendizado:

• Módulos de treinamento on -line
• Programas de certificação
• Série de webinar

Programa de Treinamento	Participantes anuais	Taxa de conclusão
Certificação básica	3,500	76.8%
Certificação avançada	1,200	62.3%

Fóruns de usuários orientados para a comunidade e compartilhamento de conhecimento

O Five9 mantém plataformas ativas de engajamento da comunidade:

• Plactos de discussão on -line
• Redes de grupos de usuários
• Canais de suporte ponto a ponto

Plataforma comunitária	Usuários ativos mensais	Contribuições de conhecimento
Fóruns de usuário	12,500	4.200 postagens/mês
Redes especializadas	2,800	1.600 interações/mês

Five9, Inc. (FIVN) - Modelo de Negócios: Canais

Equipe de vendas da empresa direta

O Five9 mantém uma força de vendas corporativa dedicada, direcionada ao meio do mercado e grandes empresas. A partir do quarto trimestre de 2023, a empresa relatou 404 funcionários em funções de vendas e marketing.

Métrica da equipe de vendas	2023 dados
Pessoal de vendas total	404 funcionários
Valor médio do contrato corporativo	$124,500
Realização anual de cota de vendas	82%

Plataformas de marketing digital online

A Five9 utiliza vários canais de marketing digital com um gasto de publicidade digital focada de US $ 18,3 milhões em 2023.

• Google anúncios
• Publicidade do LinkedIn
• Redes de exibição programáticas
• Campanhas de redirecionamento

Redes de referência de parceiros de tecnologia

A Five9 estabeleceu parcerias estratégicas com mais de 150 integradores de tecnologia e provedores de serviços em nuvem.

Categoria de parceiro	Número de parceiros
Provedores de serviços em nuvem	42
Integradores de tecnologia	108
Receita de referência gerada	US $ 22,7 milhões

Demonstrações de produtos baseadas na Web

O Five9 realiza aproximadamente 1.200 demonstrações de produtos on -line mensalmente, com uma taxa de conversão de 16,5%.

Conferência da indústria e presença na feira

A Five9 participa de 18 principais conferências do setor anualmente, com um orçamento estimado de marketing de eventos de US $ 3,2 milhões.

Tipo de conferência	Participação anual
Conferências do Centro de Contato	8
Conferências de tecnologia em nuvem	6
Eventos da indústria SaaS	4

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

Empresas corporativas do mercado intermediário

Cinco9 metas de metas no meio do mercado com receitas anuais entre US $ 10 milhões e US $ 500 milhões. Em 2023, esse segmento representa aproximadamente 42% da base total de clientes da Five9.

Características do segmento de clientes	Porcentagem de penetração
Taxa de adoção de tecnologia	68%
Valor médio anual do contrato	$175,000
Tamanho típico do funcionário	250-1.500 funcionários

Grandes centers de contato corporativos

O Five9 serve grandes centros de contato corporativos com mais de 1.000 agentes. Esse segmento representa 35% de sua base total de clientes em 2023.

• Valor médio anual do contrato: US $ 450.000
• Verticais da indústria típica: serviços financeiros, assistência médica, telecomunicações
• Taxa de migração em nuvem: 52%

Indústrias focadas no atendimento ao cliente

Indústrias específicas com altos requisitos de atendimento ao cliente representam um segmento crítico para cinco9.

Indústria	Penetração de mercado	Receita média anual por cliente
Assistência médica	18%	$225,000
Serviços financeiros	22%	$310,000
Varejo	15%	$180,000

Pequenas e médias empresas

Cinco9 abordam empresas pequenas e médias com 50-250 funcionários, representando 23% de sua base de clientes em 2023.

• Assinatura mensal média: US $ 3.500
• Taxa de adoção de contact center em nuvem: 45%
• Canais de comunicação primária: voz, e -mail, bate -papo

Segmentos de mercado específicos para verticais

O Five9 fornece soluções especializadas para mercados verticais específicos.

Vertical	Quota de mercado	Foco de solução exclusiva
Educação	7%	Sistemas de apoio ao aluno
Governo	5%	Soluções orientadas a conformidade
Fabricação	8%	Comunicação da cadeia de suprimentos

Five9, Inc. (FIVN) - Modelo de negócios: estrutura de custos

Investimentos de pesquisa e desenvolvimento

Para o ano fiscal de 2023, a Five9 investiu US $ 146,3 milhões em pesquisa e desenvolvimento, representando 26,4% da receita total.

Ano	Investimento em P&D	Porcentagem de receita
2022	US $ 131,7 milhões	25.1%
2023	US $ 146,3 milhões	26.4%

Manutenção da infraestrutura em nuvem

Cinco9 alocaram aproximadamente US $ 42,5 milhões para manutenção de infraestrutura em nuvem em 2023.

• Amazon Web Services (AWS) Parceiro de infraestrutura em nuvem
• Contrato anual de serviço em nuvem estimado em US $ 35-45 milhões

Despesas de vendas e marketing

As despesas de vendas e marketing de cinco9 totalizaram US $ 250,4 milhões em 2023, representando 45,2% da receita total.

Categoria de despesa	2023 quantidade
Salários de vendas	US $ 142,6 milhões
Programas de marketing	US $ 107,8 milhões

Compensação de funcionários e aquisição de talentos

As despesas totais relacionadas aos funcionários em 2023 foram de US $ 332,7 milhões.

• Compensação média dos funcionários: US $ 145.000 por ano
• Total Headcount: 2.287 funcionários
• Custos anuais de recrutamento: US $ 18,5 milhões

Infraestrutura de tecnologia e licenciamento de software

Cinco9 gastou US $ 67,2 milhões em infraestrutura de tecnologia e licenciamento de software em 2023.

Despesa de tecnologia	2023 Custo
Licenças de software	US $ 37,6 milhões
Infraestrutura de hardware	US $ 29,6 milhões

Five9, Inc. (FIVN) - Modelo de negócios: fluxos de receita

Receita recorrente de SaaS baseada em assinatura

O fluxo de receita principal da Five9 é a assinatura de software de contact center baseada em nuvem. Para o ano fiscal de 2023, a empresa registrou receita total de US $ 754,6 milhões, com 92% derivados de receita recorrente baseada em assinatura.

Categoria de receita	Valor (2023)	Percentagem
Receita de assinatura	US $ 694,2 milhões	92%
Receita de Serviços Profissionais	US $ 60,4 milhões	8%

Modelos de licenciamento por usuário

O Five9 oferece licenciamento por usuário em camadas com preços que variam de US $ 100 a US $ 250 por usuário por mês, dependendo da complexidade dos recursos.

• Licença básica de contact center: US $ 100/usuário/mês
• Licença corporativa avançada: US $ 250/usuário/mês
• Licença omnichannel premium: US $ 200/usuário/mês

Serviços profissionais e taxas de implementação

A receita de serviços profissionais para 2023 totalizou US $ 60,4 milhões, representando 8% da receita total da empresa.

Recurso avançado e vendas de módulos adicionais

Cinco9 gera receita adicional por meio de módulos especializados e recursos avançados:

Módulo complementar	Preço médio mensal
Ai agente virtual	US $ 50/usuário/mês
Gestão da qualidade	US $ 75/usuário/mês
Otimização da força de trabalho	US $ 100/usuário/mês

Receitas de contrato de suporte e manutenção

Os contratos de suporte geraram aproximadamente US $ 40,2 milhões em 2023, com um valor médio de contrato anual de US $ 15.000 para clientes corporativos.

• Suporte padrão: incluído na assinatura
• Suporte premium: taxa anual de US $ 5.000
• Suporte corporativo: taxa anual de US $ 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.