By incorporating AI into routing, quality management, and analytics, Five9 is introducing new capabilities intended to achieve more integrated operations, enrich engagement, and strengthen customer connections at scale.
Five9, provider of the Intelligent CX Platform, has introduced a suite of AI-powered innovations at Five9 CX Summit 2025, extending the growth of its Five9 Genius AI suite.
The updates introduce AI across routing, quality management, and analytics – bringing these capabilities together within a unified ecosystem designed to support how organisations enhance customer engagement.
As AI adoption becomes an increasing priority for CX leaders, many organisations are accelerating efforts to move beyond pilot programs toward enterprise-scale AI utilisation. However, progress is often limited by fragmented systems, siloed data, and uncertainty around achieving measurable value on AI investment.
Five9’s latest innovations are designed to address these challenges by positioning AI as a connective layer across the CX environment.
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By incorporating AI into routing, quality management, and analytics, Five9 is introducing new capabilities intended to achieve more integrated operations, enrich engagement, and strengthen customer connections at scale.
“Our Agentic CX vision is about creating systems that don’t just respond but also help teams better understand and anticipate customer needs,” said Ajay Awatramani, Chief Product Officer, Five9.
“With these innovations, AI moves from the periphery to the core of the contact centre – linking data, people, and processes into a system more closely embedded with contact centre operations in ways intended to support continuous learning, adaptation, and more efficient and meaningful customer experiences.”
New AI-powered capabilities introduced by Five9:
- Agentic Quality Management (AQM):
A next-generation, agentic quality management solution that can be configured to evaluate up to 100% of customer interactions, designed to provide insights organisations can use to support agent performance and customer satisfaction.
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AQM provides performance data that organisations can use to support routing decisions, coaching, and continuous improvement initiatives.
- Genius Routing:
A dynamic matching engine that assists with connecting customers with agents based on defined attributes, agent characteristics, and proficiency levels.
The API-driven design allows for acceptance of real-time inputs from AI performance management and self-service applications, helping with faster resolutions and more personalised customer experiences.
- OneVUE:
A unified reporting and analytics application offering self-service and customisable dashboards to customers of varying sizes – building on the data aggregation capabilities previously offered with Aceyus VUE.
OneVUE provides flexible metrics and visualisation options designed for modern, AI-enhanced contact centres, providing organisations with options to define and adjust KPIs for visibility across both traditional operations and multi-vendor environments.
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- Adaptive Digital Engagement:
A modernised digital engagement solution that evolves as AI capabilities expand. With the new Dynamic Web Messenger Configurator, businesses can create and deploy webchat experiences in real time without coding.
Five9 also announced a new partnership with Meta, bringing a native WhatsApp integration, offering embedded templates, broadcasts, and AI Agents. The goal is to provide businesses with modular digital channels that align and work with the Five9 AI ecosystem.
“Leveraging Five9 allows us to move faster from insight to action,” said Eric Schanno, Principal Solutions Engineer, Northwestern Mutual.
“We are very excited about the potential of Five9 AQM to help us elevate coaching across 100% of interactions. And OneVUE gives us a single source of truth for the metrics that matter. The combination is raising the bar on performance and helps deliver more consistent, high-quality experiences for our customers.”
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