Five9 agrees to buy contact-centre AI firm Level AI for $325 million

Five9 agrees to buy contact-centre AI firm Level AI for $325 million

5 November 2026: Five9 has signed a definitive agreement to buy Level AI for about $325 million in cash from its balance sheet, and it plans to go on selling Level AI's applications on their own. That second part is what changes things for buyers: Five9 is using the deal to reach contact centres that have not moved to its cloud, and may never do so.

Not yet independently verified. The price and all customer figures come from Five9's release, and Level AI's own page has not been read. The deal has not closed and is subject to closing conditions. We will update this when it can be confirmed, and remove this note.

Two ways to buy the same product

Level AI's applications will be sold as part of the AI layer of the Genius CX Platform, Five9's main product, and as standalone products. The standalone route also covers on-premises contact centres and those on other cloud platforms, with no requirement to buy Five9's contact-centre software.

"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, Five9's chief executive.

Five9 says the deal gives Level AI access to its more than 4,000 customers. The two companies are not strangers: they have worked together since 2022 through the Five9 CX Marketplace.

What Level AI brings

Five9 describes Level AI as an AI-native platform covering the customer journey, running on its own models, called Latitude. Five9 says it handles more than one billion customer interactions a year, for customers including Gusto, Chime, Empyrean and VistaPrint.

"Joining Five9 brings our CX-native models and AI applications to thousands more contact centers around the world," said founder and chief executive Ashish Nagar.

Five9's board approved the deal unanimously and expects it to close in 2026, subject to closing conditions. Centerview Partners is its financial adviser and Sidley Austin its legal adviser. The announcement came on the same day as Five9's third-quarter results.

Questions for customers on other platforms

Level AI's customers who run a rival contact-centre platform have the most to think about. The promise of a standalone product is a statement of intent at signing. Those customers can reasonably ask how integrations with competing platforms will be maintained once a platform vendor owns the product, and what happens to their pricing at renewal.

Five9 customers who already bought an AI layer from someone else are on the other side of it, with a platform vendor that now has its own to sell.

We list 16 contact centre software products, among them Talkdesk and NICE, and Five9 has its own profile. Level AI's headquarters and earlier funding do not appear in the release.

Company profile on TrustList: Level AI

Related on TrustList:

• Ada joins Dialpad, putting its AI service agents on a phone network
• Brazil rewrites its SAC customer service rules and orders call signing
• Salesforce agrees to buy Cresta, maker of contact-centre AI agents

Sources

• Five9 news release: Five9 to acquire Level AI, 5 November 2026, 5 November 2026
• SiliconANGLE: Five9 buys contact center intelligence startup Level AI, 5 November 2026, 5 November 2026