Five9

The product is a cloud contact center platform with AI agents, virtual agents, and omnichannel voice and digital engagement that manages inbound, outbound and blended customer interactions and addresses the gap between containment rates and customer satisfaction. It sells to support, operations and IT teams in B2B organizations ranging from small business to mid-market and enterprise, serving industries including healthcare, financial services, retail, travel and hospitality, and public sector. It is delivered as a SaaS cloud service with bundled enterprise pricing for AI capabilities, CRM adapters and workforce engagement management.

Key features

• Cloud contact center platform
• Global voice capabilities
• Agent Desktop Plus
• Supervisor Plus
• AI Agents
• Intelligent Virtual Agent (IVA)
• AI Agent Assist
• AI Summaries
• AI Insights
• GenAI Studio
• Workflow automation
• Engagement workflow
• CRM integrations
• UC integrations
• APIs & SDKs
• Inbound contact handling
• Outbound contact handling
• Blended contact handling
• Digital engagement (voice, email, chat, SMS, video, social, mobile)
• Interactive Voice Response (IVR)
• Workforce Engagement Management
• Quality Management
• Workforce Management
• Interaction Analytics
• Performance Management and Gamification
• Reporting and analytics