Where to Find Five9 Customer Case Studies and Results

Updated

Five9 publishes customer case studies and measurable results on its main site, five9.com. The homepage's "See How AI-Powered CX Delivers More" section links directly to individual case studies for Alaska Airlines, Central Bank, Exact Sciences, and Lumexa Imaging, and also offers a Forrester TEI study download. Each case study page is the primary source for the specific metrics cited below; the homepage summarizes them but does not reproduce the full detail.

Customer Case Studies on Five9.com

The homepage carousel features four named customer stories. Each has a "View Case Study" link that opens the full write-up.

Customer What changed Reported result
Alaska Airlines Moved to the cloud, scaled omnichannel support, equipped remote staff with AI-driven Agent Assist Simplified operations and supported growth through seamless customer care (no single percentage cited on the homepage)
Central Bank Deployed AI Agents for routine inquiries 80% intent-matching accuracy; live agents freed for personalized, community-focused care
Exact Sciences AI-driven scheduling for at-home cancer screening tests 60% reduction in test scheduling time
Lumexa Imaging Automated follow-up reminders prompting patients to schedule imaging before deductibles reset $4M in revenue unlocked, plus lower patient costs and improved care

Two things are worth noting when you read these. First, the metrics measure different things — scheduling time, intent-matching accuracy, and revenue are not comparable to each other, so don't average them into a single "Five9 ROI" figure. Second, the homepage gives headline numbers only; the case study pages are where you should check the baseline, timeframe, and deployment scope before citing a result internally.

Analyst Research and the TEI Study

The homepage includes a "Backed by Customer Wins and Analyst Research" section and a "Download TEI Study" call to action, described as featuring Forrester and real Five9 customers. If you need third-party validation rather than vendor-published stories, the TEI (Total Economic Impact) study is the document to request — it follows Forrester's standard framework of benefits, costs, and risk. Treat it as a modeled estimate rather than an audited result, and check which customer profile the model is based on before assuming it applies to your contact center size.

The site also states that Five9 is "trusted and used by 3,000+ global customers." That is a scale claim, not a performance claim.

Events and Demos

  • Five9 CX Connect Americas: the homepage promotes this event as "a day with the CX leaders turning AI into measurable results," with a "Register Now" link. It is positioned around what is working now and what comes next — useful if you want practitioner accounts beyond written case studies.
  • Demo request: the site's meta description invites visitors to "Request a demo." The homepage's "See The New CX in Action" and "See how it works" links are the entry points.

A Practical Way to Use These Pages

If your goal is to build an internal business case, work in this order:

  1. Open the case study closest to your industry or use case (healthcare-adjacent: Exact Sciences or Lumexa Imaging; financial services: Central Bank; large-scale omnichannel: Alaska Airlines).
  2. Note the specific metric and what it actually measures, then check whether your own baseline is comparable.
  3. Download the TEI study for a cost-and-benefit framing you can adapt.
  4. Register for CX Connect Americas or request a demo if you need direct answers about your own environment.

One caution: the homepage's opening message draws a distinction between containment rate (how many customers stopped engaging) and CSAT (whether they wanted to). That framing is a useful lens for reading any vendor's AI results, including Five9's own — a high automation rate in a case study does not by itself tell you whether customers were satisfied. Look for satisfaction or resolution metrics alongside efficiency numbers.