Aspect and Five9 Partnership Supports More Proactive Decision-Making

Aspect Redefining agent performance report Box

Aspect and Five9 have announced a formal partnership aimed at improving how contact centres align staffing with customer demand.

The integration connects Five9’s interaction data with Aspect’s workforce management platform, allowing real-time agent activity and historical data to feed into forecasting and scheduling.

This enables organisations to adjust staffing levels more dynamically, helping maintain service levels while managing operational costs.

By combining workforce management with cloud contact centre data, the partnership provides greater visibility into demand patterns and supports more proactive decision-making. It also expands joint go-to-market and enablement efforts, making the combined solution more accessible to a wider range of organisations.

According to Anna DeGraftenreed, “Today’s contact centres need more than just interaction handling-they need operational intelligence that helps them anticipate demand and respond in real time.”

She added, “Customers are already seeing the value of connecting Five9 with Aspect’s workforce optimization powered by Aspect Intelligence.

By formalizing our partnership, we’re making it easier for more organizations to deploy this integration and operate more efficiently while delivering better customer experiences.”

The integration allows workforce teams to automatically ingest data into Aspect Workforce Management, improving forecast accuracy, optimising schedules, and supporting agent productivity and engagement.

Amanda Miller commented, “As organizations rapidly move to cloud contact centres, they need solutions that extend platform value and improve operational performance.”

She added, “This partnership reflects our commitment to delivering flexible, intelligent CX solutions, improve customer satisfaction and operational performance.”

The combined offering is aimed at enterprise and mid-market organisations seeking to modernise legacy systems and improve operational efficiency through more data-driven workforce management.

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