Five9 is a provider of contact-center-as-a-service software. Its applications are in the early stages of replacing on-premises contact center infrastructure with cloud penetration at roughly 15%. CCaaS solutions support omnichannel communication and include automatic call distribution and interactive voice response. Five9’s intelligent routing solutions can direct customer inquiries to the call center agent best able to handle a customer’s inquiry and suggest the best course of action for an agent to resolve the question quickly and satisfyingly. Over 90% of Five9’