Sep. 30 at 6:21 PM
$FIVN is a buy. Call centers have been on an automation trend since Interactive Voice Response in the 70s and 80s. There is zero reason, including the
$PATH news today, that Five9 deserves a forward earnings multiple of less than 8x.
What investors don't understand about call center as a service companies (CCAAS) is this: Until AI has decision power beyond simple routine tasks, customers will always require a human. AI can try to talk to them, but can't actually solve their problem. If you try to give AI decision power, customers will game the AI to cause financial harm to the company.