M&A DealsAI Business & Ecosystem
Five9 to Acquire Level AI for $325 Million
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Five9 has entered into a definitive agreement to acquire Level AI, an AI-native customer experience technology company, in a transaction valued at approximately $325 million. The acquisition will expand Five9's artificial intelligence capabilities across customer service operations, bringing together conversational AI, agent assistance, automated quality management and customer intelligence within its broader Genius CX Platform.
Announced on November 5, 2026, the transaction will be funded entirely in cash from Five9's balance sheet and is expected to close in 2026, subject to customary closing conditions.
The deal represents a strategic expansion for Five9 as contact centre technology moves beyond traditional call management and cloud infrastructure towards AI-driven customer engagement. By integrating Level AI's specialised applications and proprietary models, Five9 aims to help enterprises automate more customer interactions, improve agent performance and turn conversations across voice and digital channels into actionable business intelligence.
Expanding Five9's AI-powered customer experience capabilities
Five9 provides cloud-based contact centre software and customer experience solutions, helping organisations manage customer interactions across multiple channels. Its Genius CX Platform combines contact centre infrastructure, AI applications, workflow orchestration and analytics to support customer service operations.
The addition of Level AI will strengthen this platform with a range of AI-native applications designed specifically for customer experience teams.
Level AI's technology spans AI agents, agent assist, automated quality management, Voice of the Customer, coaching and AI Workers. These capabilities operate through a unified conversation intelligence layer, allowing enterprises to analyse customer interactions, support frontline agents and automate routine service workflows.
A key component is Level AI Latitude, the company's proprietary family of AI models developed specifically for customer conversations. The models are designed to deliver lower costs and latency than frontier models while providing enterprises with greater control over data privacy.
The combined capabilities will allow Five9 to expand how organisations deploy AI across customer service operations, from assisting human agents during complex interactions to automating customer conversations across voice and digital channels.
A $325 million acquisition with an expanded enterprise reach
The transaction is valued at approximately $325 million, with Five9 funding the acquisition in cash from its existing balance sheet. The company's Board of Directors unanimously approved the agreement.
An important aspect of the deal is the opportunity to distribute Level AI's technology through Five9's established enterprise customer network.
Level AI currently serves customers including Gusto, Chime, Empyrean and VistaPrint, and its platform handles more than one billion customer interactions annually.
Five9, meanwhile, serves more than 4,000 customers across over 140 countries. The acquisition is expected to give Level AI access to a substantially broader enterprise distribution network, accelerating the availability of its AI applications across the global contact centre market.
The companies also have an established working relationship. Level AI has partnered with Five9 since 2022, with its applications available through the Five9 CX Marketplace and integrated with the company's platform.
This existing relationship provides a foundation for bringing the technologies closer together while expanding their commercial reach.
Standalone AI adoption creates a broader market opportunity
One of the more significant elements of the acquisition is Five9's intention to offer Level AI's applications both independently and as part of its integrated Genius CX Platform.
Enterprises that are not ready to migrate their existing on-premises contact centres to the cloud, as well as organisations already using other cloud platforms, will be able to adopt Level AI's applications as standalone solutions without first purchasing Five9's contact centre platform.
This approach gives Five9 access to organisations that want to introduce AI into customer service operations without undertaking a broader infrastructure migration.
For enterprises, the flexibility could reduce the barriers to adopting AI while allowing organisations to introduce automation, agent assistance and conversation analytics within their existing technology environments.
The strategy also broadens Five9's addressable market beyond organisations already using its cloud contact centre infrastructure, creating additional opportunities to establish customer relationships that could expand over time.
Moving towards coordinated AI and human customer service
The acquisition reflects a wider shift in the customer experience industry, where AI is increasingly being deployed alongside human agents rather than simply replacing traditional customer service workflows.
Five9 CEO Amit Mathradas said the combination would advance the company's vision of AI and human agents operating as a coordinated system, with AI supporting research, analysis and planning while human employees focus on higher-value and more complex customer interactions.
Level AI Founder and CEO Ashish Nagar highlighted the opportunity to bring the company's customer experience models and applications to thousands of additional contact centres through Five9's distribution network.
For Level AI, joining Five9 provides a broader platform to scale its specialised technology. For Five9, the acquisition adds a portfolio of AI-native applications and proprietary models that strengthen its position in an increasingly competitive customer experience technology market.
As enterprises continue to invest in intelligent automation, conversation analytics and agentic AI, the combined platform is positioned to address a broader range of customer engagement requirements.
The acquisition marks another step in the evolution of contact centre technology, where the value of customer interactions extends beyond resolving individual queries to generating insights that can inform decisions across the wider organisation.
About Five9
Five9, Inc. is a cloud-based customer experience technology company providing contact centre solutions to enterprises worldwide. Its Genius CX Platform combines cloud contact centre infrastructure, artificial intelligence, workflow automation, analytics and customer engagement capabilities to help organisations manage interactions across voice and digital channels. Five9 serves more than 4,000 customers across over 140 countries.
About Level AI
Level AI is an AI-native customer experience technology company developing applications for customer service and contact centre operations. Its platform includes AI agents, agent assistance, automated quality management, Voice of the Customer, coaching and AI Workers, powered by Level AI Latitude, its proprietary family of models designed for customer conversations. The company was founded by Ashish Nagar and serves enterprise customers across retail, financial services, healthcare and technology.