Five9 Introduces New AI-Driven Updates at Their CX Summit

Five9 has introduced a suite of AI-driven updates at Five9 CX Summit 2025, marking the next phase of its Five9 Genius AI suite.

The updates apply AI across routing, quality management, and analytics, bringing these functions together within a unified environment intended to help organizations strengthen customer engagement.

New AI-powered capabilities introduced by Five9 include Agentic Quality Management (AQM), Genius Routing, OneVUE and Adaptive Digital Engagemen.

“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.”

As AI adoption becomes a growing focus for CX leaders, many organizations are working to shift from pilot programs to wider operational use.

Progress is often slowed by fragmented systems, siloed data, and questions around how to achieve measurable outcomes.

Five9’s new capabilities are designed to address these barriers by positioning AI as a connecting layer across the CX landscape.

“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.”

Author: Hannah Swankie

Reviewed by: Jo Robinson