Five9 , a leading provider of the Intelligent CX Platform, announced a triple recognition from Metrigy in 2025: MetriStar Top Provider for Contact Center-as-a-Service (CCaaS), MetriStar Top Provider for Workforce Engagement Management (WEM) Suites, and recognition as a market leader in the annual CCaaS MetriRank report. These awards are based on Metrigy’s extensive, independent research of over 1,397 global IT and CX leaders and reflect Five9’s market leadership, innovation, and ability to deliver measurable business results.

“We are honored to be recognized in both the 2025 Metrigy MetriStar Awards and the CCaaS MetriRank report, affirming our commitment to innovating solutions that help brands deliver Agentic CX,” said Andy Dignan, President, Five9. “By harnessing AI to elevate customer experiences, we empower businesses to gain the insights that matter most, nurture relationships at every interaction, and give people the hyper-personalized, meaningful experiences they appreciate and value.”

Enterprises face increasing pressure to deliver seamless, personalized experiences across every channel, but fragmented technology, siloed data, and disjointed workflows hold them back. In fact, 79% of business leaders say these gaps make it difficult to deliver consistent customer experiences, while many also cite the need for proven ROI, innovation balanced with reliability, and reduced vendor risk. Addressing these challenges demands an AI-elevated CX platform that tightly integrates contact center and workforce engagement capabilities – a strength Metrigy recognized in Five9’s ability to deliver innovation with measurable business impact and consistent CX excellence.

“Five9’s performance in this year’s CX MetriCast program illustrates customer success through the use of its products in two very competitive areas: CCaaS and WEM suites,” says Metrigy CEO Robin Gareiss. “What sets these recognitions apart is that they rely heavily on real-world data from actual customers, rather than analyst opinions. The MetriStar awards are based solely on customer ratings and success, while the MetriRank adds detailed expert analysis of financials, market share, and product mix. Five9’s performance documents its ability to help customers achieve measurable success with their CX strategies.”

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MetriStar Top Provider for CCaaS

Five9 earned the coveted 2025 MetriStar Top Provider Award for CCaaS by achieving one of the highest overall customer sentiment ratings and delivering measurable business outcomes that outperformed the market. Customers reported above-average results in first contact resolution, customer satisfaction, and in reimagining the contact center as a value center. These results underscore Five9’s ability to pair advanced AI-driven capabilities with tangible improvements in customer and operational performance.

MetriStar Top Provider for WEM Suites

Five9 also earned the 2025 MetriStar Top Provider Award for Workforce Engagement Management Suites, leading all providers in customer sentiment with a score of 8.88 – the highest in the study. Customers reported a 68.8% improvement in agent performance with WEM in place, one-third of agents operating at maximum capacity, and a 56.3% boost in supervisor productivity – the top score in this category. Five9 also achieved the highest customer satisfaction rating among all rated providers, with a score of 6.17 out of 7. These results highlight the strength of Five9’s AI-powered WEM capabilities in driving workforce productivity, elevating agent experience, and delivering consistently high customer satisfaction.

Recognition as a Market Leader in 2025 CCaaS MetriRank

In the 2025 CCaaS MetriRank, Five9 was once again recognized as a market leader, distinguishing itself as the leading pure-play CCaaS provider. The company demonstrated strong financial performance that outpaced privately held competitors and ranked among the leaders in overall market share. Five9 earned above-average scores in product mix, customer sentiment, and customer business success, along with high marks for integrations, technical features, and security. This consistent performance underscores Five9’s ability to deliver a robust, AI-powered platform that meets the evolving needs of global enterprises.

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To learn more about Five9’s recognition by Metrigy, read the full 2025 CCaaS MetriRank report here and the full 2025 MetriStar Top Provider Award for Workforce Engagement Management Suites report here.

Metrigy Reports:

• Metrigy MetriRank Report: A global benchmark study analyzing 14 CCaaS providers, based on input from 1,397 IT and CX leaders across 11 countries and 34 industries, as well as input from the providers. Providers were evaluated on financial strength, market share momentum, product mix, customer sentiment, and customer business success.
• Metrigy CCaaS MetriStar Award: Recognizes CCaaS platforms that excel in both customer sentiment and business impact. It is based on research from the same global benchmarking study and asks IT and CX leaders to rate their providers on eight areas of customer sentiment, including technical features, analytics capabilities, and customer service. It also asked them for their percentage change in first contact resolution, customer satisfaction, and agent turnover rates through the use of the providers’ product, along with whether the contact center was viewed as a value center To qualify as a top provider, companies had to score at or above the industry average for customer sentiment of 8.05 and be at or above average in three of the four business success categories.
• Metrigy WEM MetriStar Award: Evaluates Workforce Engagement Management suite providers on customer sentiment and business success metrics, including agent performance improvement, capacity utilization, supervisor productivity, and customer satisfaction, identifying those delivering above-average results across multiple categories. With the same methodology as the CCaaS MetriStar Award, this year’s winners needed a sentiment of 7.96 or higher, and be at or above average in four of the five business success categories.