Business Strategy & Outlook:
Five9 provides cloud-native contact center software that enables digital customer service, sales, and marketing engagement. A long growth runway and massive market opportunity is projected but also expect no-moat Five9 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 technology, 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 in incrementally larger enterprises have been observed, a positive as the company advances its penetration in the upmarket. Reflecting the high utility businesses derived from the firm’s offerings, Five9 reports a net retention rate in excess of 120%. This expansion reflects both an increasing monetization of existing customers as well as the capture of new customers— principally driven by the migration of contact centers to the cloud. Nonetheless, the positive outlook has been tempered as heightening competition in the cloud contact center space has been noticed, with the emergence of natively built CCaaS offerings from other industry titans such as Zoom, Twilio, and Amazon.
Financial Strengths:
Five9 is in a decent financial position. As of March 2022, Five9 held $477.7 million in cash and short-term investments versus $737.9 million in debt. In May 2018, Five9 issued $258.8 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 $747.5 million in 0.5% convertible senior notes, due 2025, convertible at $134.34 per share, and entirely outstanding as of March 2022. While there are no material concerns about Five9’s ability to finance this debt, the firm is expected to require future financing given the liquidity imbalance.
Five9 has yet to achieve GAAP profitability, as the company remains focused on reinvesting excess returns back into the company, primarily on an organic basis, to build out the platform and enhance future growth prospects. Five9 has invested heavily in internal innovation in recent years, building a sophisticated AI and automation portfolio in sales and marketing to build an enterprise-specific direct sales team in its professional services organization to enable an enterprise-heavy go-to-market motion and its public cloud to enable international growth. Five9 does not pay a dividend, nor repurchase stock, and for a growing company within an increasingly competitive market, an appropriate strategy would be the company focusing capital allocation on reinvestments for growth. Healthy growth in free cash flow is expected as industry tailwinds around digital transformations lead to long-term growth for Five9. Five9 reached non-GAAP profitability in 2017, posting both a positive non-GAAP operating margin and positive non-GAAP earnings from then on. As the company scales, non-GAAP operating margins are expected to reach into the low-40% range at the end of the 10-year forecast period, 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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