Key Takeaways From The 2025 Five9 CX Summit

I’ve just returned from the 2025 Five9 CX Summit in Nashville, and I’ll be sharing my thoughts about the event over the course of this week. First, I’ll review the four big product announcements to come out of the Summit and discuss how they all work in tandem to optimize CX in the AI-first era. Then, I’ll discuss what I learned about Five9’s future in a one-on-one interview with Five9 Chief Revenue Office Matt Tuckness.

The biggest news to come out of the 2025 CX Summit is the suite of Five9 Genius AI updates, which include:

• Agentic Quality Management (AQM): AI performance intelligence that monitors up to 100% of customer interactions, offering proactive in-conversation agent guidance, self-optimizing evaluations, and live supervisor alerts instead of reactive/manual QM
• Genius AI Routing: A dynamic routing tool that eclipses standard rules-based routing by intelligently connecting customers to the best available agent based on AQM data, adaptive queueing, and real-time customer activity
• Five9 OneVUE: An intelligent, unified analytics tool that moves away from static KPI monitoring by consolidating real-time and historical data from multiple channels, systems, third-party integrations, and roles into customizable, persona-based dashboards  
• Adaptive Digital Engagement: An omnichannel digital-first CX solution that, thanks to a new Meta partnership, includes native WhatsApp integration with advanced outbound capabilities and a new Dynamic Web Message Configurator for enhanced, no-code real-time website chat

Five9 Agentic Quality Management

Key Characteristics: 

• Automatically evaluates up to 100% of customer interactions, offering agent scoring, evaluation, and real-time intelligence
• Proactive alerts for SLA violations like low customer sentiment, agent overtalk, excessive hold time, or dead air notify supervisors in real time for optimal agent coaching
• Agents receive AI-powered automated guidance (Agent Assist) during active conversations
• AQM insights inform AI routing logic

The Problem

Customer expectations are higher than ever, and often, agent performance doesn’t match up. However, existing quality management tools either only review a portion of customer interactions or require time-consuming manual review. By the time the agent receives the necessary performance feedback, it’s too late. Agents have few ways to evaluate their performance and identify skillsets in need of improvement, and even less options for in-conversation supervisor support. Supervisors lack the analytics to identify worrying customer sentiment or QM trends before they spiral out of control. 

How Five9 Agentic Quality Management Resolves It

Five9 AQM takes the guesswork out of contact center performance and quality management, identifying trends in customer problems, sentiment, and agent behavior. Supervisors can review critical issues in real time, jumping in to coach agents during live conversations if needed.

Once interactions are complete, supervisors can review detailed performance evaluations that contain conversation transcripts and AI-generated summaries. These evaluations also include agent checklists, highlight call alerts, talk:listen ratios, sentiment changes, and the opportunity to leave comments for the agent.

Five9 OneVUE

Key Characteristics: 

• Advanced data aggregation+consolidation for unified live/historical reporting, including data from third-party tools and multiple Five9 products
• Self-service reporting templates include persona-based, pre-built, and fully customizable dashboards with drag-and-drop widgets and drill paths
• Roles-based access controls and version history for added security
• Controlled availability Q1 2026

The Problem

Rapid AI adoption has complicated traditional contact center KPI monitoring and benchmarking, meaning businesses struggle to properly evaluate the efficacy of their AI solutions. Outdated KPIs and data silos from disconnected systems make it impossible to get the full story, while conversational analytics often leave companies drowning in data, but lacking in insight.

How Five9 OneVUE Solves It

OneVUE, an update of Five9’s Aceyus VUE tool, is an intelligent unified analytics solution that simplifies reporting, scales easily, and provides a single source of truth across systems. OneVUE consolidates real-time and historical insights from all channels and applications–even on-prem solutions–into a custom dashboard. It allows for greater visibility into contact center activity while providing the flexibility AI workflows require.

OneVUE includes persona-based dashboards for executives, agents, managers, and supervisors. Supervisors, for example, can see live team performance scores, agent activity, coaching alerts, and sentiment in a single dashboard.

Five9 Genius Routing

Key Characteristics:

• Dynamic routing uses real-time customer input and AQM insights to connect customers to the best available representative
• API-first design integrates with Five9 products or third-party AI tools
• Adaptive progressive queueing lets supervisor expand pool of available agents when SLAs are at risk
• Agent profiles are continually, automatically updated according to changing proficiency levels and AQM data
• Available Q1 2026

The Problem

Rules-based routing has become outdated, leading to increased transfers, longer hold times, and lower first contact resolution rates. Existing routing strategies don’t take real-time customer sentiment and agent proficiencies into account. If AI intelligence already plays such a huge role in contact center workflows, why shouldn't it inform contact center routing paths?

How Five9 Genius Routing Solves It

Five9 Genius Routing is a next-level routing module that connects customers to the best available agents according to real-time customer/agent activity and AI insights from Five9 AQM or third-party AI tools. Granular agent attributes (empathy, HIPAA certification, etc.) can be assigned values in agent profiles, which also include agent skills, permissions, and groups. This allows Genius Routing to automatically select the agent with the highest proficiency level or value in the specific attribute required to resolve the customer’s issue.

For example, an angry customer calls in about an unexpected medical bill. Genius AI uses real-time customer sentiment and intent analysis to understand what the customer needs and how they’re feeling, then sends the call to the agent with the highest empathy score that also has the required billing skills. Supervisors can also customize distribution settings, (most idle, longest waiting, etc.) set queue wait time thresholds, and expand the pool of available agents.

To ensure their new routing strategies are effective, supervisors can review an Attribute Interactions Report, which shows why an agent was matched with a caller. 

Five9 Adaptive Digital Engagement

Key Characteristics

• Delivers an digital-first customer experience that maintains consistency throughout the customer journey across channels
• Dynamic Web Messenger offers no-code website chat configuration with embedded templates, broadcasts, and AI agents
• Native WhatsApp integration
• Allows agents to engage with customers on multiple channels across a single interaction, and guides customers to the best channel to resolve their specific issue
• Available early 2026

The Problem

AI-powered website chat is difficult for users with no coding experience to configure, and often time-consuming even to those with experience. These website chat tools may offer limited customization options and are incompatible with third-party messaging platforms like WhatsApp.

How Five9 Adaptive Digital Engagement Resolves It

The new Dynamic Web Messenger allows admins to customize brand colors, wait messaging, emojis, background images, button styles, and more in real time, without difficult coding. Admins can preview their edits in the side bar, add pre-capture fields to collect customer contact details, customize chat messages, and define which conditions trigger a proactive chat box.

Five9 will also soon offer native WhatsApp messaging capabilities. The admin dashboard shows WhatsApp-enabled phone numbers to make it easy to connect these numbers to existing campaigns. Users can broadcast messages, connect these messages to campaigns, upload customer contacts, and review contextual customer replies.