November 5, 2026

Five9 to acquire AI startup Level AI for $325M in cash

Five9 has agreed to acquire the AI startup Level AI for $325 million in cash, a move that aligns with its commitment to enhancing customer service through advanced technology. This acquisition is particularly relevant as Five9 was recently recognized as a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service, highlighting its significant role in the industry. Notably, Level AI already integrates with Five9’s platform, offering tools that unify quality management, analytics, and AI functionalities, which could further strengthen Five9’s service offerings.

Five9: Five9 provides intelligent cloud software for contact centers through its Genius CX Platform, enabling customer service, sales, and marketing functions across voice, chat, and other channels for enterprises in industries including finance, healthcare, and retail. The company has recently been recognized as a leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service for the ninth consecutive time. Its planned acquisition of Level AI aims to strengthen AI-driven capabilities within its customer experience offerings.
Level AI: Level AI develops an enterprise contact center AI platform that delivers automated quality assurance, real-time agent assistance, conversational insights, and virtual agents by analyzing customer interactions. It focuses on turning conversation data into actionable improvements for quality, coaching, and automation in sectors such as financial services, healthcare, and retail. The acquisition by Five9 is intended to deepen integration of its intelligence layer with a major cloud contact center platform where the two already maintain a technology partnership.

Market Recognition: Five9 was named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service, underscoring its established role in the sector.
Technology Integration: Level AI maintains an existing integration with Five9 that unifies quality management, analytics, and AI tools across contact center workflows.
AI in Customer Experience: Five9’s recent consumer research shows growing embrace of AI in customer service alongside the continued importance of human oversight for building trust.

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