Five9 Is a Growing Force in the Cloud Contact Center Space

Business Strategy & Outlook

Five9 provides cloud-native contact center software that enables digital customer service, sales, and marketing engagement. A long growth runway and significant market opportunity is anticipated but no-moat Five9 is expected to require a high degree of investment activity moving forward as it squares off against larger competitors. Five9’s Virtual Contact Center, or VCC, platform combines core telephony functionality, omnichannel engagement capabilities, and various software modules into a unified cloud contact-center-as-a-service, or CCaaS, platform. Five9’s artificial intelligence and automation portfolio supplements and enhances the firm’s core CCaaS offerings, including solutions for digital self-service, agent assist capabilities, and workflow automation. VCC is expected to become increasingly critical for enabling omnichannel interactions amid a secular acceleration of digital-first customer engagement.

With only 15% to 20% of contact center agents in the cloud, the residual opportunity around uncaptured communication data is significant. The increasing automation of contact center labor also presents an additional opportunity for Five9 and expect the firm’s rapidly growing AI and automation portfolio to enable both scale and efficiency gains for customers’ call center operations. Attach rates for these solutions are rising within each tier of customers, and higher attach rates are observed in incrementally larger enterprises, a positive as the company advances its penetration within larger companies. Reflecting the high utility businesses derive from the firm’s offerings, Five9 reports a net retention rate in excess of 120%, reflecting strong growth within existing customers. Five9’s success in gathering new customers is also noted, principally driven by the migration of contact centers to the cloud. Nonetheless, the current positive outlook is tempered as heightening competition in the cloud contact center space is observed with the emergence of natively built CCaaS offerings from key competitors such as Zoom, Twilio, and Amazon.

Financial Strengths

Five9’s financial position is sound. As of March 2022, Five9 held $478 million in cash and short-term investments versus $738 million in debt. In May 2018, Five9 issued $259 million in 0.125% convertible senior notes, due 2023 and convertible at $40.82 per share. As of March 2022, approximately $2.3 million of the 2023 notes remained outstanding. In June 2020, Five9 issued an additional $748 million in 0.5% convertible senior notes, due 2025, convertible at $134.34 per share, and entirely outstanding as of March 2022. There are no any material concerns about Five9’s ability to repay this debt with existing cash and expected cash generation over the next several years. That said, it is possible the firm may need to access the capital markets, which will not present any significant challenges. Five9 has yet to achieve GAAP profitability, as the company remains focused on reinvesting excess returns back into the company to build out the platform and enhance future growth prospects. Five9 has invested heavily in recent years, building a sophisticated AI and automation portfolio and building direct sales teams to help drive enterprise sales. Five9 does not pay a dividend, nor repurchase stock, and for a growing company within an increasingly competitive market, it is appropriate that the company focuses capital allocation on reinvestments for growth. Healthy growth in free cash flow is anticipated as industry tailwinds around digital transformations lead to long-term growth for Five9. Five9 has generated positive non-GAAP operating margins since 2017. As the company scales, non-GAAP operating margins are expected to reach into the low-20% range within five years, up from 14% in 2021. These positive results should translate to profitability on a GAAP basis by 2025.

Bulls Say

Five9 has strong user retention metrics, with net dollar retention above 120%.

As the firm continues to expand its growing AI and automation portfolio, Five9 should benefit as automation of contact center labor will enable a larger incremental market opportunity, and AI-based technology commands a higher ASP per seat.

Five9 has a large residual market opportunity, with only about 15% to 20% of contact center agents having moved to the cloud so far.

Company Description

Five9 provides cloud-native contact center software that enables digital customer service, sales, and marketing engagement. The company’s Virtual Contact Center platform combines core telephony functionality, omnichannel engagement capabilities, and various software modules into a unified cloud contact-center-as-a-service, or CCaaS, platform. Five9’s artificial intelligence and automation portfolio supplements and enhances the firm’s core CCaaS offerings, including solutions for digital self-service, agent assist technology, and workflow automation. Five9 also offers workforce optimization products that optimize call center efficiency through workforce management solutions, manage interaction quality, and track agent performance.

(Source: Morningstar)

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