Five9 debuted an imposing range of Genius AI innovations at its CX Summit 2025. The firm launched enhancements in routing, quality management, and analytics. These enhancements rather specifically deliver more integrated AI capabilities for contact centers. Utilizing the suite, Five9 extends its Intelligent CX Platform and connects data, people, and processes at scale.
As CX leaders increasingly rank AI, many organisations face siloed data and fragmented systems. Five9’s new Genius AI tools tackle these pain points. They position AI as a unifying layer across the customer experience. By doing so, Five9 helps organizations streamline operations and improve engagement.
Ajay Awatramani, Five9’s Chief Product Officer, said, “Our Agentic CX model seeks to build systems that don’t only react. They help teams anticipate customer needs.” He added that these innovations embed AI at the center of contact-center operations, enabling continuous learning and adaptation.
Here are the new AI-powered offerings:
Agentic Quality Management (AQM): This next-gen solution can assess up to 100% of customer interactions. It gives firms insight into agent performance, supports coaching, and helps improve customer satisfaction.
Genius Routing: A smart matching engine that pairs customers with agents based on real-time attributes, agent skills, and proficiency. Thanks to its API-driven design, it accepts live inputs from AI performance systems and self-service tools, enabling faster, more personalized resolutions.
OneVUE: A unified analytics dashboard with customizable, self-service reporting. It builds on Aceyus VUE to offer flexible visuals and metrics adapted for AI-driven contact centers. Firms can define and tweak KPIs across traditional and multi-vendor setups.
Adaptive Digital Engagement: A modern engagement result that evolves with AI. It features a Dynamic Web Messenger Configurator businesses can build webchat experiences in real time without coding. Also, Five9 announced a partnership with Meta to bring native WhatsApp integration, complete with templates, broadcasts, and AI Agents.
Eric Schanno, Principal Solutions Engineer at Northwestern Mutual, praised the update. He said Five9 AQM helps his team coach more effectively across all calls. They also noted that OneVUE gives them a “single source of truth” for performance data. He believes the combined tools will drive better consistency and higher-quality CX.
Five9 said the new Genius AI innovations will help businesses deliver more meaningful customer experiences and drive operational efficiency.
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News Source: Businesswire.com
