TLDR: Five9’s AI-Elevated Customer Experience (CX) solutions have demonstrated significant financial returns for businesses, achieving a 212% Return on Investment (ROI) and a Net Present Value (NPV) of $14.5 million over a three-year period. This success is attributed to automation, AI-powered cost containment, improved efficiency, reduced agent turnover, and enhanced customer experiences.
Five9 (Nasdaq: FIVN), a leading provider of the Intelligent CX Platform, has announced compelling results from a commissioned Forrester Consulting Total Economic Impact™ (TEI) study, highlighting the substantial value delivered by its AI-elevated CX solutions. The study reveals that organizations utilizing Five9’s platform achieved an impressive 212% return on investment (ROI) and a net present value (NPV) of $14.5 million over a three-year period.
The findings underscore the critical role of AI and automation in addressing the challenges faced by modern contact centers, including rising operational costs, inefficient workflows, and high agent turnover. According to Five9’s 2025 Business Leaders CX Report, a staggering 40% of consumers are willing to cease business with a company after just one negative experience, emphasizing the urgency for improved customer interactions.
Five9’s Intelligent CX Platform, which integrates AI with human ingenuity, aims to provide effortless, accurate, and personalized customer experiences. The Forrester TEI study specifically examined the impact of the Five9 Genius AI Suite, which encompasses voice and digital AI Agents, Agent Assist, post-call summarization, and workflow automation.
Key outcomes from the study, based on interviews with six decision-makers experienced with the Five9 CX Platform, include:
AI-Powered Cost Containment: Five9 AI Agents are capable of handling entire interactions from start to finish, leading to a reduction in reliance on outdated tools and driving cost containment of up to 28%, translating to savings of $8.8 million.
Improved Efficiency and Minimized Downtime: Automation of key activities through Five9 AI tools resulted in a saving of 120 seconds for each contact reaching a live agent, generating $3.5 million in value over three years. Additionally, support from Five9 virtually eliminated downtime, contributing $415,000 in value over the same period.
Reduced Agent Turnover: The Five9 Intelligent CX Platform contributed to a 30% reduction in agent turnover, leading to savings of $2 million over three years.
Greater Revenue Uplift: Five9’s AI tools also facilitated smarter upsell and cross-sell opportunities for agents during live calls, contributing an estimated $4 million to $6 million annually over a three-year investment period, resulting in a total profit of $982,000.
Enhanced Customer Experiences: Forrester highlighted Five9’s capability to deliver personalized and proactive interactions swiftly through automation and AI, leading to increased customer satisfaction.
Also Read:
- CallMiner Secures Top Honor for Conversational Intelligence at CX Awards 2025
- Microsoft’s AI-Powered Transformation: Over 1,000 Customer Success Stories Highlight Innovation and Efficiency
This report follows Five9’s recent recognition in the 2025 Artificial Intelligence Excellence Awards, where its Five9 AI Agents won the Innovative AI Products category, and Five9 GenAI Studio was named a finalist, further solidifying the company’s commitment to advancing artificial intelligence in customer experience.
