Five9 agrees to buy Level AI for $325m
Five9's planned acquisition adds AI tools for customer interactions and the teams managing them.
The next layer of contact-centre AI sits behind the conversation.
What happened
Five9 announced on 5 November that it had agreed to acquire Level AI for $325 million. Level AI develops AI applications for customer experience, including tools for reviewing interactions, improving agent performance and analysing customer conversations. The transaction was expected to close in the fourth quarter, subject to closing conditions.
Why it matters
The combination could help Five9 sell more of the software used to run a contact centre, alongside the systems that handle calls and messages. It also buys an experienced team rather than requiring every capability to be developed internally.
The bigger picture
Customer-service automation depends on the management workflow around it: checking quality, identifying recurring problems and deciding what to change. The acquisition remains an agreement at this stage; its completion and the benefits of integration are separate milestones.