Five9 is acquiring Level AI, a customer journey platform provider, for $325 million.
The acquisition will allow Five9 to offer Level AI's artificial intelligence applications in the cloud or as stand-alone solutions. The applications will also be offered as part of the AI application layer within the broader Five9 Genius CX Platform. It will augment Five9's capabilities with AI applications for CX that improve agent performance, automate more customer interactions across voice and digital channels, and turn customer conversations into insights.
"Our vision for the future of CX is one where AI and human agents work as a coordinated system, each making the other better. Level AI will advance this vision by expanding our AI capabilities, adding experienced AI-native builders to our team, and delivering additional AI solutions for research, analysis, and planning so human agents can focus on high-value and complex customer interactions," said Amit Mathradas, CEO of Five9, in a statement."Level AI will also give us a new way to reach enterprises that want AI today but aren't ready to move their contact center to the cloud. They can adopt proven AI on top of the platform they already use, and when they're ready for more, we'll be there. That's smarter CX with every interaction."
"We built Level AI so every customer conversation makes the next one better, for customers and for the people who serve them. Five9 shares that focus," said Ashish Nagar, founder and CEO of Level AI, in a statement. "Joining Five9 brings our CX-native models and AI applications to thousands more contact centers around the world, while we continue to support the organizations that rely on Level AI today. Furthermore, I am excited to be part of the Five9 team that delivers this vision."
Five9 and Level AI have worked together since 2022, with Level AI's applications available through the Five9 CX Marketplace and integrated with the Five9 platform.