In a major recognition of innovation and reliability,
Five9 has been named a Leader in the first-ever IDC MarketScape:
European Contact Center as a Service (CCaaS) 2025 Vendor Assessment.
This marks a defining moment for customer experience transformation across Europe and highlights the growing strength of the Onecom–Five9 partnership.
What Is the IDC MarketScape and Why Does It Matter?
The IDC MarketScape is an independent assessment that evaluates technology providers based on their capabilities, strategies, and market performance. Being named a Leader places Five9 among the most trusted and advanced CCaaS providers in Europe, reinforcing its position as a pioneer in intelligent, AI-driven customer experience.
According to IDC, Five9’s leadership reflects strong regional presence, advanced AI capabilities, and proven compliance standards that meet the demands of highly regulated industries. This independent validation confirms what many Onecom customers already experience first-hand: scalable, reliable solutions that support exceptional customer engagement.
Five9’s Strength in Europe
Operating in some of the world’s most complex regulatory environments, European enterprises require solutions that combine innovation with compliance. The IDC report notes Five9’s strength across key regions including the UK&I, DACH, Benelux, and the Nordics, as well as ongoing expansion into MEA and APAC.
Its Intelligent CX Platform, powered by Five9 Genius AI, delivers multilingual, omni-channel engagement that enhances both agent and customer experiences. Features such as real-time transcription, translation, and knowledge discovery help businesses manage diverse customer interactions with confidence and precision.
As Oru Mohuiddin, Research Director at IDC, explained:
“Five9 is a strong choice for enterprises looking to elevate customer engagement while addressing the region’s stringent regulatory and data residency standards.”
Recognition That Reflects Real Results
For Onecom, this achievement reinforces why we continue to choose Five9 as a strategic partner. Together, we help organisations modernise their contact centres whilst meeting the strictest standards of security, data protection, and compliance.
From healthcare providers like
Doctor Care Anywhere, to utilities organisations like
OCS, companies across Europe are already transforming their customer interactions with Five9 technology. This recognition further validates the progress enterprises are making with solutions that are secure, scalable, and human-centred.
As Mike Burkland, CEO of Five9, shared:
“AI is reshaping the contact centre into an intelligent, agentic system that elevates both customer and agent experiences. Being named a Leader affirms our commitment to helping enterprises innovate with confidence, scale with resilience, and realise the full potential of AI-driven customer experience.”
A Partnership That Drives Customer Experience Forward
Five9’s partner-centric model is at the heart of its success. Through collaborations with trusted providers (like Onecom), enterprises gain access to local expertise, tailored deployment, and ongoing support that aligns with regional compliance and operational needs.
This approach enables businesses to embrace AI-powered CX transformation efficiently while maintaining full confidence in delivery and support. It also mirrors Onecom’s own commitment to building partnerships that deliver meaningful, measurable outcomes for our customers.
What Does This Mean for Onecom Customers?
As one of Five9’s trusted UK partners, Onecom is positioned to help organisations realise the benefits of this award-winning platform. From cloud migrations to fully integrated customer engagement strategies, our experts work closely with clients to design solutions that improve responsiveness, security, and satisfaction - at every touchpoint.
This recognition from IDC reinforces what our customers already know - intelligent customer experience is no longer a future vision, but a present reality. By combining Onecom’s end-to-end expertise with Five9’s intelligent CX technology, businesses can transform service delivery and gain an edge in today’s competitive landscape.
Next Steps
If your organisation is ready to upgrade how it connects with customers, now is the time to explore the possibilities of AI-powered customer engagement. At Onecom, we help businesses harness platforms like Five9 to deliver seamless and human-centric experiences across every channel.