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Deep Dive: Five9 Inc. (FIVN) and the Rise of Agentic CX in 2026
Five9 Inc. (FIVN) is undergoing a significant transformation, reinventing itself as a leader in “Agentic CX” where AI agents collaborate with humans. Following strong Q4 2025 earnings and a leadership change, the company is now focusing on a subscription-based model that includes AI agent fees and usage-based interaction fees. This strategy positions Five9 to capitalize on the evolving CCaaS market, despite facing competition and potential AI disintermediation risks.