Five9 has entered into a definitive agreement to acquire Level AI for approximately $325 million in cash — a deal that brings an AI-native customer experience platform handling more than one billion interactions a year into Five9’s Genius CX Platform. Why it matters: Five9 will sell Level AI’s apps two ways — standalone on top of a contact center a company already uses, and as part of its own platform — opening a new route to enterprises that want AI now but are not ready to move to the cloud.
November 5, 2026
What happened
Five9, Inc. (NASDAQ: FIVN), provider of the Genius CX Platform, announced on November 5, 2026 that it has entered into a definitive agreement to acquire Level AI, described as an AI-native platform for the entire customer journey. The Five9 Board of Directors unanimously approved the agreement. The transaction values Level AI at approximately $325 million, to be paid in cash from the Five9 balance sheet, and is expected to close in 2026, subject to certain closing conditions.
Five9 said it will discuss its third quarter 2026 results and the acquisition on November 5, 2026 at 4:30 p.m. Eastern Time.
What Level AI brings
Level AI’s applications are aimed at improving agent performance, automating more customer interactions across voice and digital channels, and turning customer conversations into insights the whole organization can use. Its platform brings together AI agents, agent assist, quality management, Voice of the Customer, coaching, and AI Workers on a single conversation intelligence layer.
That layer runs on Level AI Latitude, the company’s own family of AI models built for customer conversations. Five9 says those models deliver lower costs and latencies than frontier models and give enterprises direct control over data privacy. Level AI serves enterprise customers including Gusto, Chime, Empyrean, and VistaPrint, across retail, financial services, healthcare, and technology.
The two companies are not strangers. 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.
How Five9 plans to sell it
Five9 will offer Level AI’s applications in two ways. Enterprises not yet ready to move on-premises contact centers to the cloud, and those already on other cloud platforms, can adopt them as standalone solutions without first buying the Five9 CCaaS platform. The applications will also be offered as part of the AI application layer within the broader Five9 Genius CX Platform.
Chief Executive Officer Amit Mathradas said Level AI will give Five9 “a new way to reach enterprises that want AI today but aren’t ready to move their contact center to the cloud.” Level AI founder and Chief Executive Officer Ashish Nagar — a former Amazon Alexa product leader — said joining Five9 brings its models and applications to thousands more contact centers, while it continues to support the organizations that rely on Level AI today. Combined with Five9’s distribution, Level AI’s applications will be available to the more than 4,000 Five9 customers.
Why it matters
For contact-center buyers, the practical point is choice of on-ramp. Instead of a rip-and-replace cloud migration as the price of admission for AI agent assist, quality management, and conversation insights, Five9 is offering those tools standalone first — and the full platform later, when a customer is ready. For Five9, the deal adds experienced AI-native builders and a proprietary model family tuned for one job, customer conversations, rather than a general frontier model adapted to it. The test, as with any acquisition at this stage, is closing and integration: the deal is not expected to close until 2026, and its stated benefits depend on that integration succeeding.
Frequently asked questions
How much is Five9 paying for Level AI?
Approximately $325 million, to be paid in cash from the Five9 balance sheet. The Five9 Board of Directors unanimously approved the agreement.
When will the Five9-Level AI deal close?
The transaction is expected to close in 2026, subject to the satisfaction of certain closing conditions. No specific closing date was given.
Do customers have to buy Five9’s platform to use Level AI?
No. Five9 says Level AI’s applications will be offered as standalone solutions for enterprises on on-premises contact centers or other cloud platforms, as well as as part of the Five9 Genius CX Platform.
What does Level AI’s technology do?
It provides AI agents, agent assist, quality management, Voice of the Customer, coaching, and AI Workers on a conversation intelligence layer powered by its Latitude family of models, built specifically for customer conversations.
Sources: BusinessWire (Five9 announcement, November 5, 2026)