April 7, 2026 • 4 min read
Five9 and Assembled Announce Strategic Partnership For Agentic Customer Support
CX Analyst & Thought Leader
April 7, 2026
Today, agentic support operations platform Assembled announced a Select ISV Partnership with intelligent CX solution Five9. The Select ISV (Independent Software Vendor) Partnership, Five9’s highest partnership tier, also makes Five9 an authorized reseller of Assembled's AI-powered WFM system.
The Five9 and Assembled expanded partnership closes a critical market gap by delivering an AI-powered, all-in-one workforce management solution for virtual agents, human agents, and customer support BPOs.
Watch Our Interview with Assembled CEO Ryan Wang Here
What The Partnership Looks Like
The Five9 and Assembled partnership, purpose-built for today’s blended teams, lets enterprise contact centers access Assembled’s advanced WFM capabilities – omnichannel demand forecasting, performance tracking, real-time adherence monitoring, AI-generated scheduling tools, and more – directly within the Five9 Intelligent CX interface. These capabilities ensure human, AI, and outsourced teams are truly working together, creating a better customer experience while simplifying contact center operations.
The contact center is moving into a multi-agent world, but most workforce management tools are still built for a much simpler one. Enterprises that can plan across human and AI capacity and manage their workforce intelligently are the ones that will actually deliver on the promise of AI. With Five9, more enterprises can now turn that complexity into a competitive edge.
For Five9 and Assembled customers, optimizing workflows, scheduling, and staffing needs no longer has to take place across separate systems for human and AI agents. Assembled’s agentic WFM tool is now accessible directly within the Five9 Intelligent CX interface. Integration is available via a pre-built connection: no heavy IT lifting or complex engineering required. Customers can purchase Assembled directly from Five9, simplifying contracting and billing processes.
Every conversation I’m having with customers comes back to the same thing. They want the power of AI without recreating the point-solution sprawl they just spent years cleaning up. That’s why we’re investing in partners like Assembled, who bring agentic workforce management into the Five9 Intelligent CX Platform, so our customers can orchestrate people, AI, and workflows.
Early Adopter Results
Results from early adopters of the partnership show promise.
After integrating Assembled into their existing Five9 cloud platform, on-demand pay solution DailyPay reduced scheduling time by 65%, saved 9,600 agent hours per month, and increased SLA performance by 7%.
Enterprise medical transport company MTM Health reduced schedule generation time by half after adding Assembled to their Five9-led tech stack.
Previous workforce tools have struggled with our level of complexity. With over 100 skills and 2,000 agents, performance issues and slowness were constant. Assembled has reduced our schedule generation time by 50%, and our team can now focus on analytics instead of administration.
What This Means For Enterprises
The Five9 and Assembled partnership provides a unified solution for WFM in the AI era, allowing enterprises to manage outsourced teams, in-house teams, and AI agents in one place. It helps to end the point-solution tech sprawl that eats away at both profits and productivity. A unified view of human and AI staffing capacity means smarter forecasting, tighter scheduling, and faster responses to real-time demand shifts.
The partnership indicates how Five9 and Assembled differentiate themselves in a competitive, crowded market. Five9 is doubling down on its partner-led strategy, using its Select ISV tier to pull best-in-class solutions into its Intelligent CX ecosystem rather than building everything in-house. Assembled is positioning itself as the agentic WFM layer for optimizing enterprise support teams and workflows at scale.
Finally, the partnership reflects an emerging CX trend: in the agentic era, exceptional customer experiences require enterprises to unite human and AI workforces intelligently, intuitively, and at scale. It’s not about having the best AI agents or the best human agents. It’s about how well, and how efficiently, they work together.