Five9 to buy Level AI for $325Mn in cash to expand CX AI
- Five9 agreed to acquire Level AI in a deal valuing it at about $325 million.
- Five9 will pay in cash from its balance sheet; closing is expected in 2026.
- Level AI handles more than one billion customer interactions a year.
- Level AI’s tools will also be sold standalone, without Five9’s CCaaS platform.
CALIFORNIA, UNITED STATES — Five9 has agreed to acquire Level AI, a customer experience (CX) platform built on artificial intelligence (AI), in a deal that values Level AI at approximately $325 million.
Five9 will pay in cash from its balance sheet. The transaction is expected to close in 2026, subject to closing conditions.
AI for centers not yet in the cloud
Level AI’s applications will be offered in two ways. Enterprises not yet ready to move on-premises contact centers to the cloud, and those on other cloud platforms, can adopt them standalone, without first buying Five9’s contact center as a service (CCaaS) platform.
The applications will also sit in the AI application layer of the Five9 Genius CX Platform.
Five9 announced the agreement in a press release on Nov. 5, the same day it reported third-quarter results. Its board approved the deal unanimously.
“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,” said Amit Mathradas, chief executive officer at Five9.
Level AI’s own models
Level AI handles more than one billion customer interactions a year for enterprise customers including Gusto, Chime, Empyrean and VistaPrint.
Its platform runs on Level AI Latitude, its own family of AI models built for customer conversations. Five9 says the models deliver lower costs and latencies than frontier models.
The two companies have worked together since 2022, with Level AI’s applications available through the Five9 CX Marketplace. They will now be available to Five9’s more than 4,000 customers.
“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,” said Ashish Nagar, founder and chief executive officer of Level AI.
Advisers and backers
Centerview Partners is financial adviser and Sidley Austin legal adviser to Five9. Level AI is backed by Adams Street Partners, Battery Ventures and Eniac Ventures, among others.
What it means for buyers
The deal follows Salesforce’s agreement to buy voice AI firm Cresta, another AI customer service vendor moving into a larger platform.
For contact center operators and outsourcers on rival platforms, the standalone option matters: they can buy Level AI’s tools without switching their core system.
Companies evaluating conversational AI or contact center outsourcing can compare providers on OA’s list of the top AI outsourcing companies.
Related news
- Salesforce to buy voice AI firm Cresta for customer service · 9 Nov 2026
- FourNet buys Glasgow CX firm SVL to build $87Mn revenue business · 27 Oct 2026
- Five9, Google Cloud forge AI pact for enterprise CX · 23 Jan 2026
Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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