Give every interaction the context it needs.
Five9 CX Intelligence brings together customer data, business knowledge and operational intelligence so human and AI agents know what matters, what’s already happened and what to do next.
Trusted by leading enterprises across every industry
Capabilities
One shared context. Three kinds of intelligence.
Five9 CX Intelligence brings together what your business knows, what you know about each customer and what’s happening across your operation – so every interaction starts smarter.
Knowledge and Content
What your business knows. Turn the knowledge you already have into answers AI and human agents can use in the moment. Precise contextual search pinpoints the answer that's actually correct, not a generic model's best guess.
- Make knowledge bases, standard operating procedures and policies indexed and retrievable, not just searchable.
- Turn product content and call scripts into structured answers – maintained by the content owners who write them, not an engineering queue.
- Give AI Agents and human agents access to the same grounded answers.
Customer Memory
What you know about the customer. Carry identity, history and context across voice, digital and video, so context never resets at a handoff.
- Bring profile, channel and interaction history together, unified on the Agentic Data Cloud.
- Keep Consent Management and Voice of Customer sentiment in the same profile that powers personalisation.
- Connect CRM and systems of record without duplicating or exporting the underlying data.
Operational Intelligence
What's happening right now. Give every interaction awareness of the operation around it, not just what happened in yesterday’s report.
- See real-time performance, system telemetry, schedules and adherence.
- Surface compliance and quality signals across interactions.
- Feed current operational context into routing, staffing and interaction decisions.
Better context leads to better outcomes.
When AI and people have the knowledge, customer history and operational intelligence they need, they can resolve more, move faster and create better experiences.
Omaha Steaks
Holiday demand spikes were straining legacy systems – limited remote work, manual payments and call surges driving long waits. Omaha Steaks moved to Five9 to meet customers on any channel and scale for seasonal peaks.
Five9 gives us the flexibility and efficiency to meet customers where they are, without delay.
Wyndham Hotels & Resorts
Wyndham replaced contact centre complexity with AI-driven efficiency on Five9 – building a scalable foundation for faster guest support and seamless travel worldwide.
Five9 had the integrations and AI capabilities to serve as the foundation for our future state.
Exact Sciences
A global molecular-diagnostics leader focused on early cancer detection, Exact Sciences needed a cloud contact centre – fast. Five9 delivered the scale and AI to handle patient demand.
Five9 is integral to our future, and we look forward to working on that future together.
Yopa
A fast-growing estate agency, Yopa overcame scaling challenges with Five9 – using automated dialling, personalised IVR and seamless Salesforce integration to reach more prospects.
Five9 gave us flexibility and scalability, automated dialling and robust, seamless Salesforce integration.
Why Five9
Why Customer Experience Intelligence on Five9
The hard part isn’t collecting customer data. It’s making sure the right context shows up when the interaction needs it. With Five9, business knowledge, customer memory and operational intelligence come together where AI and people can actually use them. We were built for the hard part.
Your data, your advantage
The model is interchangeable. The intelligence built from your interactions is not. Competitors don’t have your customers, your operations or your two decades of conversational history.
One memory, every channel
Customer history, preferences, consent and other relevant context can move across channels and hand-offs, so AI Agents and people don’t have to start from zero every time the customer does something new.
Grounded, not generic
AI can draw from your knowledge, customer context and current operational signals instead of relying on a general-purpose model to fill in the gaps.
FAQ
Frequently asked questions about Five9 CX Intelligence
Common questions about Knowledge and Content, Customer Memory and Operational Intelligence on Five9.
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Five9 CX Intelligence is the data services layer of the Five9 platform. It brings together business knowledge, customer history and real-time operational data into one shared context, so AI Agents and human agents always know what matters, what already happened and what to do next.
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An LLM only knows what it was trained on. Customer Experience Intelligence grounds every answer in your own knowledge base, standard operating procedures and policy documentation, then adds Customer Memory and Operational Intelligence the model never had – so the same question gets the same accurate answer, whether an AI Agent or a live agent responds.
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Five9 CX Intelligence uses precise contextual search instead of letting a generative model guess. It turns knowledge bases, standard operating procedures and policies into structured, retrievable answers maintained by the people who own that content, so AI Agents and human agents pull the answer that's actually correct.
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It's built to do the opposite. Zero-copy data infusion and data federation let Knowledge and Content and Customer Memory draw on your systems of record without duplicating or exporting the underlying data, and Consent Management and compliance flags are part of the same layer, so permissions are honoured automatically.
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Yes. It connects to CRM systems and systems of record without duplicating or exporting the underlying data, and turns existing knowledge bases, SOPs and call scripts into structured answers maintained by the teams that already own that content, not an engineering queue.
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Operational intelligence is real-time visibility into what's happening in the business right now: performance, system telemetry, schedules, adherence and compliance and quality signals. Five9 CX Intelligence feeds that live context into routing, staffing and interaction decisions, so agents act on today, not yesterday's report.
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Yes. By keeping Voice of Customer sentiment in the same profile as consent management and interaction history, Five9 CX Intelligence flags dissatisfaction earlier and gives agents the context to resolve it before it becomes churn.
Intelligence has to be grown, not bought.
Every interaction adds context your competitors don’t have. Put that knowledge to work across AI and people so the next interaction starts smarter than the last.