Five9 has announced its latest solution, Spotlight for AI Insights.
Revealed at Enterprise Connect 2025, the solution uses generative AI (GenAI) to transform customer interaction data into actionable insights.
Additionally, it takes insights from conversation transcripts to mine for meaning while allowing users to define their own metrics.
Indeed, it allows brands to quantify metrics – like upsell success rates and likelihood of retention – which have traditionally been hard to track.
According to Five9, brands can do so “easily”, too, testing and implementing new metrics via “simple” prompts.
Previously, that would have taken weeks of manual configuration.
Yet, now, business leaders may leverage operational data and intelligence to support teams beyond customer service, including sales, marketing, and product functions.
Speaking on the announcement, Ajay Awatramani, Chief Product Officer at Five9, commented:
Customer engagements create massive amounts of data, and the complexity and volume of this data is difficult and time-consuming to capture and analyze.
Spotlight for AI Insights utilizes Five9 Genius AI to do so, understanding and analyzing an “immense” volume of data from customer interactions.
Awatramani continued: “We know that understanding the context of every interaction is key to success, and we’re committed to making it simple for customers to use the specific data they want in the formats that work best, all within a design built with the user in mind.”
Five9’s latest offerings attempt to simplify this process by “providing tools that make insights accessible and meaningful.”
Persona-Based, Flexible Operational Reporting
In releasing Spotlight for AI Insights, Five9 bolsters its reporting and analytics suite.
The suite aspires to help customers gain actionable insights to improve performance and consistently achieve operational and strategic goals.
Five9 also announced further enhancements to help users quickly get the data they need to provide an AI-elevated customer experience. New features include:
- Five9 Aceyus VUE (Visionary User Experience): Tailored to large, complex contact centers’ unique needs, the feature now includes pre-built, persona-based dashboards for customers with 100 agents or more.
- Five9 Analytics: Designed for customers who prefer do-it-yourself reporting options, includes new pre-built reports so customers don’t have to start from scratch.
- Five9 Reporting: Described as ideal for capturing basic operational and resource efficiency metrics and trends, the feature has a refreshed user interface to access a 140+ prebuilt report library.
These innovations are already making a difference for businesses like IAA, where actionable AI insights have reduced repeat calls by 10 percent.
“At IAA, our vision is to improve our customer satisfaction and agents’ continuous experience by offering more proactive and efficient customer experiences,” said Cordell Miles, IAA Workforce Manager.
Data from AI Insights has already helped us identify actionable improvements to make within our contact center, helping us reduce repeat calls by 10%.
“However, Spotlight for AI Insights will help us do much more, like track agent satisfaction, knowledge comprehension, and discounting rates,” Miles added.
Other Five 9 News
Other recent announcements include Five9 working more closely with Salesforce.
The partnership aims to support mutual customers in converging their service environments and implementing AI agents.
The news comes as the CCaaS vendor celebrated a solid quarter, with its year-over-year (YoY) revenue growth climbing to 17 percent.
