Five9 Named a Leader in IDC MarketScape for European CCaaS

IDC has released its first-ever IDC MarketScape: European Contact Centre as a Service (CCaaS) 2025 Vendor Assessment and I am incredibly proud to share that Five9 has been recognised as a Leader. We believe this recognition builds on our 2024 Worldwide MarketScape¹ position and underscores the momentum we’re driving as European enterprises transform how they connect with customers.  

“Whether supporting small teams or large, complex enterprises, Five9 delivers a robust, scalable platform powered by advanced AI. Its ongoing investments in Europe., spanning localised capabilities, regional leadership, and a strong partner network, reinforce its commitment to the region. For organisations seeking a long-term CCaaS partner, Five9 is a compelling choice.” — Oru Mohiuddin, Research Director at IDC. 

For me, this result is about more than a position - it's a reflection of the trust our customers place in us and the dedication of our teams and partners who support them every day. 

Why We Believe This IDC MarketScape Matters 

The IDC MarketScape’s methodology is rigorous and grounded in what European organisations truly value. 

The report covered, “Data control, privacy, and security form a significant part of capabilities, as these are of major significance for the European vendors next to innovativeness and customer and partner feedback.² It is based on channel engagements, CX, EX, and QM capabilities. The strategy section is aligned with European market dynamics, including the priority placed on the region, thought leadership to educate and inspire organizations to transform and adopt modern technologies, and European tailored and partner approaches.”  

Europe is one of the most diverse and complex markets in the world and that’s exactly why Five9 has committed to showing up locally, investing deeply, and building long-term relationships. We believe this IDC MarketScape evaluation mirrors the priorities we’ve focused on: supporting sovereignty, innovating responsibly, and partnering closely to help organisations modernise customer experience at the right pace. 

Intelligent CX Platform

Five9 brings every customer interaction--voice, chat, WhatsApp, email, and social-- into a single, connected journey. With secure in-region hosting across the UK, Germany, and the Netherlands, and support for major European languages, enterprises can confidently scale, meet local compliance and data sovereignty requirements, and deliver consistent customer experiences across borders. 

Genius AI Innovation

Five9 Genius AI powers intelligent routing, real-time agent assistance, and intuitive self-service—so every interaction feels faster, smarter, and more connected. This means agents spend less time searching for information and more time helping customers. Customers receive more personalised resolutions. And with our AI Trust & Governance Framework, organisations can adopt AI responsibly, with transparency, security, and safeguards built in. 

Trusted Expertise & Partnerships

We deliver enterprise-grade reliability, including a 99.999% uptime SLA, supported by a comprehensive compliance framework suitable for highly regulated industries. Our partner ecosystem provides access to technology alliances and local specialists—enabling faster deployment, flexibility, and long-term growth. 

What We Believe This Means for Europe 

We believe being named a Leader in the IDC MarketScape for European CCaaS is a significant milestone - but more importantly, it’s a signal of what lies ahead. 

Five9 is committed to Europe. We will continue investing in the region, expanding our local presence, strengthening partnerships, and delivering innovation that enables organisations to build deeper, more meaningful connections with their customers. 

The IDC MarketScape notes, “Vendors that take a thoughtful, well-resourced, and locally attuned approach will be well-positioned to unlock the full potential of a promising region.” 

This is exactly the path we’re on. 

I’m incredibly proud of our teams, grateful to our partners, and inspired by the organisations that trust us to support their transformation. And as strong as this recognition is, we’re just getting started. 

Download our profile of the IDC MarketScape report to see why Five9 was named a Leader and how we can help you transform your CX.

_{¹ IDC MarketScape: Worldwide CCaaS Applications Software 2024 Vendor Assessment, June 2024, IDC #US52302923e}

_{² *Note that this IDC MarketScape has not taken into account workforce engagement management (WEM) solutions other than what is relevant for quality management.}