Five9, a leader in intelligent customer experience (CX) solutions, has achieved a 212% return on investment (ROI) and $14.5 million in net present value (NPV) over three years, according to a 2025 Forrester Consulting Total Economic Impact™ study. The study highlights how the Five9 Intelligent CX Platform leverages AI and human ingenuity to address contact center challenges, delivering cost savings, operational efficiency, and enhanced customer experiences.
Five9 achieves 212% ROI and $14.5M NPV over three years.
AI agents reduce operational costs by up to 28%, saving $8.8M.
Automation saves 120 seconds per live agent call, worth $3.5M.
Agent turnover drops 30%, yielding $2M in savings.
AI-driven upsell opportunities generate up to $6M annually.
Platform enhances customer satisfaction with personalized service.
Contact centers face rising costs, inefficient workflows, and high agent turnover, with 40% of consumers abandoning brands after one poor experience, per Five9’s 2025 Business Leaders CX Report. The Five9 Intelligent CX Platform counters these issues with its Genius AI Suite, including voice and digital AI agents, Agent Assist, post-call summarization, and workflow automation. These tools enable hyper-personalized, seamless interactions that boost loyalty and business growth.
The Forrester study, based on interviews with six decision-makers, quantifies Five9’s impact. AI-powered agents handle interactions end-to-end, reducing reliance on outdated tools and achieving cost savings of up to 28%, or $8.8 million over three years. Additionally, automation saves 120 seconds per live agent call, contributing $3.5 million in value, while near-elimination of downtime adds $415,000 in savings.
The platform reduces agent turnover by 30%, generating $2 million in savings over three years. By streamlining tasks and providing AI-driven support, Five9 empowers agents to focus on high-value interactions. As Niki Hall, Chief Marketing Officer at Five9, stated, “Today’s leading businesses aren’t just cutting costs – they’re building smarter, more resilient operations that deliver standout customer experiences. We believe this study affirms what our customers are achieving every day: when AI works hand-in-hand with human teams, it empowers agents, personalizes customer interactions, and drives measurable business outcomes.”
Five9’s AI tools enable smarter upsell and cross-sell opportunities, contributing $4 million to $6 million annually, totaling $982,000 in profit over three years. The platform’s ability to deliver personalized, proactive interactions enhances customer satisfaction, fostering loyalty and reducing churn in competitive markets.
The Forrester study underscores Five9’s leadership in transforming contact centers with AI-driven solutions. By combining automation with human expertise, the Five9 Intelligent CX Platform drives significant business value, operational resilience, and exceptional customer experiences, positioning businesses for long-term success.
Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience.
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