Five9 Delivers 212% ROI, Says Forrester Study

A commissioned Total Economic Impact study conducted by Forrester Consulting reveals that organizations using the Five9 Intelligent CX Platform achieved a 212% return on investment and a net present value of $14.5 million over a three-year period.

The findings come at a time when contact centres face increasing pressure from rising costs, inefficient workflows, and high agent turnover – challenges that make it difficult to meet growing customer expectations for speed and personalization.

According to Five9’s 2025 Business Leaders CX Report, 40% of consumers say they would stop doing business with a company after just one poor experience.

The TEI study, based on interviews with six companies using the Five9 platform, highlights several measurable outcomes:

• Cost savings through automation: AI Agents reduced reliance on legacy tools, cutting operational costs by up to 28% and saving $8.8 million.
• Efficiency gains: Automating key tasks saved 120 seconds per live-agent interaction, generating $3.5 million in value, while nearly eliminating downtime-worth an additional $415,000.
• Reduced turnover: Improved agent experience led to a 30% reduction in attrition, saving $2 million over three years.
• Revenue growth: AI-enabled upsell and cross-sell opportunities added $4-6 million annually, contributing to $982,000 in profit.
• Enhanced customer experience: The platform enabled quicker, more tailored interactions, helping drive customer satisfaction.

Together, these results highlight how Five9’s AI-driven solutions are supporting business goals by improving efficiency, reducing costs, and strengthening both agent and customer engagement.

Niki Hall, Chief Marketing Officer, Five9, said, “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. It’s not just transformation for transformation’s sake – it’s transformation that creates lasting value for customers and the business alike.”

Reviewed by: Megan Jones