Five9 has introduced a fresh wave of Genius AI updates designed to push the company’s “Agentic CX” vision further into the contact center core.
Announced at the company’s CX Summit in Nashville, the new capabilities span routing, quality management, analytics, and digital engagement, tying them more closely together to help organizations extract greater value from AI at scale.
As many enterprises attempt to take AI from pilot projects into day-to-day operations, fragmentation continues to slow progress.
Disconnected data, inconsistent reporting, and standalone AI experiments often make it difficult to achieve the continuous improvement leaders expect.
Five9’s latest releases aim to combat these challenges by treating AI not as an add-on but as the connective layer running across the environment.
Five9 Chief Product Officer Ajay Awatramani framed the shift as a more fundamental rethinking of how AI should function inside the contact center:
“Our Agentic CX vision is about creating systems that don’t just respond but also help teams better understand and anticipate customer needs.”
“With these innovations, AI moves from the periphery to the core of the contact center – linking data, people, and processes into a system more closely embedded with contact center operations in ways intended to support continuous learning, adaptation, and more efficient and meaningful customer experiences.”
So, let’s take a closer look at Five9’s newest features.
Four New Innovations in the Genius AI Suite
Agentic Quality Management (AQM)
Five9’s new quality management approach is designed to evaluate up to 100% of customer interactions.
The model focuses on generating insights that can inform routing decisions, coaching programs, and ongoing performance improvement.
Rather than operating as a separate analysis tool, AQM feeds data directly into other parts of the Genius AI ecosystem.
Genius Routing
This updated routing engine uses defined customer attributes, agent skills, and proficiency levels to determine the best match for each interaction
Because it can draw on real-time inputs from AI performance systems and self-service applications, it becomes easier for organizations to deliver faster resolutions and more personalized experiences.
OneVUE Analytics
OneVUE builds on Aceyus VUE technology but packages it in a more approachable, self-service analytics experience. Users can assemble custom dashboards with flexible metrics that cover both traditional CCaaS operations and multi-vendor environments.
It is built with AI-ready reporting in mind, giving teams a clearer view of the KPIs shaping customer interactions.
Adaptive Digital Engagement
The digital engagement update introduces a no-code Dynamic Web Messenger Configurator, allowing teams to launch or adjust webchat experiences instantly.
Five9 also revealed a new partnership with Meta, enabling native WhatsApp connectivity with template support, broadcasts, and AI Agents. The broader goal is to give organizations modular digital channels that plug easily into Five9’s AI layer.
Early Customer Feedback
Northwestern Mutual is among the customers already experimenting with the new capabilities.
Eric Schanno, the company’s Principal Solutions Engineer, explained how leveraging Five9 had allowed Northwestern Mutual to “move faster from insight to action.”
“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.”
A Step Toward Fully Agentic CX
Five9’s message seems to be that the next stage of CX transformation isn’t just about adopting AI tools, but weaving AI into the operational fabric of the contact center.
These Genius AI enhancements move the platform further in that direction, giving organizations a more unified foundation for delivering adaptive, insight-driven customer experiences.
More News from Five9
Afiniti has teamed up with Five9 to bring its AI Pairing technology into the Five9 Intelligent Cloud Contact Center, signalling a step forward for more sophisticated, behind-the-scenes AI in CX.
Rather than placing AI directly in front of customers, Afiniti analyses behavioural and contextual signals in the background to match each caller with the agent most likely to deliver a successful outcome. In effect, it acts as a matchmaking engine for the contact center.
IDC’s new MarketScape points to rapid momentum in Europe’s CCaaS sector, forecasting growth from $1.5BN in 2024 to $3.7BN by 2029 – a 20 percent CAGR.
Five9 is highlighted as a market leader, backed by its AI-driven platform, solid compliance credentials, and strategy tailored to European requirements.
