Match every interaction to the right mix of AI, people and workflows.
Intelligent and Genius Routing, AI model governance and agentic workflows work together to match interactions, control how AI operates and move work across connected systems. One orchestration layer that turns customer intent into coordinated action.
Trusted by leading enterprises across every industry
Capabilities
See how Orchestrate turns intent into action.
Intelligent and Genius Routing match each interaction to the right resource, AI model governance keeps models and agents within defined guardrails and agentic workflows coordinate actions across connected systems. One orchestration layer that turns customer intent into coordinated action.
Right resource, every interaction
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Start with the right routing logic. Skills, priority, rules and geography create the foundation for every match.
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Match on what matters in the moment. Language, skill, sentiment and proficiency help determine the best available resource, not just a static queue.
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Keep routing decisions current. Proficiency scores update from quality management so routing can reflect how agents are actually performing.
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Widen the pool before service suffers. Progressive queue controls let supervisors expand eligible resources when an SLA is at risk.
Every model, governed in one place
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Choose the model that fits the job. FlexLM lets you use Google, OpenAI, Anthropic or your own finely tuned model without tying your CX strategy to one provider.
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Put guardrails around what AI can do. AI Trust & Governance gives you controls and audit trails for how AI agents operate across your environment.
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Test before customers ever see it. Validate prompts against real interaction data before they go live.
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Change models without rebuilding the experience. Switch providers as your needs or the technology changes without starting your workflows over.
One request, across every system
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Turn one request into a complete workflow. One trigger can coordinate multiple steps across CRM, billing and case systems.
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Let AI act where the work already lives. Scoped, permissioned actions can update systems of record instead of stopping at a recommendation.
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Bring in human judgement when it matters. Pause or hand off the workflow when a person needs to review, approve or take over, with context carried forward.
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Run agentic workflows on a platform built for production. Use the same platform already supporting enterprise voice, data and customer interactions at scale.
Anything over the $500 auto-approve limit needs a human decision, so the run waits here rather than guessing.
One journey, context across every channel
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Let the conversation move without starting over. Carry the same journey across chat, SMS and voice instead of treating each channel as a separate interaction.
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Keep what the customer already told you. Context travels with the journey so each step can build on what came before.
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Move between AI and people without losing momentum. AI and human agents can work from the same journey context as responsibility shifts.
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See the whole journey, not just the latest interaction. Give supervisors visibility across the path so they can understand how the experience unfolded.
Proof that orchestration pays off.
Real customer outcomes from Five9 deployments across AI, routing and connected workflows.
Wyndham Hotels & Resorts
Connected systems. Coordinated automation. Less work for agents and guests. Wyndham brought critical systems together on Five9 and automated high-volume workflows like password resets and booking cancellations, creating a more connected operation that could move guest requests forward without unnecessary agent intervention.
A significant advantage is that it has enabled us to be nearly an API hook away from achieving just about anything.
Why Five9
Why Orchestrate on Five9
The hard part isn’t adding AI. It’s applying the right mix of AI, people and workflows with the control the operation demands. With Five9, routing, orchestration and governance are built in. We were built for the hard part.
Govern AI before it acts
Keep control as autonomy grows. Guardrails, observability and audit trails give teams visibility into what AI agents can do and what they actually did, so they can ship new use cases in days instead of quarters.
Change the model, not the operation
Keep your model strategy flexible. FlexLM lets you run Five9, Google, OpenAI, Anthropic or your own fine-tuned model without rebuilding the workflows around them.
Orchestrate from where customer intent happens
The contact centre is where customers tell you what they need. Five9 turns that intent into coordinated action across routing, systems and workflows.
Go deeper
Build the orchestration layer your operation needs.
Bring together the tools to govern AI, manage models and coordinate workflows across your CX operation.
FAQ
Frequently asked questions about Five9 Orchestrate
Common questions about routing, GenAI Studio and agentic workflow automation on Five9.
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Five9 Orchestrate is the command centre for routing, AI models and workflows. It matches every interaction to the best resource, governs the models behind your AI services, and automates multi-step work across systems.
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Intelligent Routing sends each interaction based on fixed rules — agent skill, priority level, and geography. Genius Routing builds on those same rules with AI: it reads live signals like customer sentiment and agent proficiency and adjusts the match in real time, instead of relying on static skill tags alone.
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GenAI Studio is the Five9 prompt build and management hub, and it isn't locked to one AI vendor. Teams build, test and deploy prompts using models from providers like Google, OpenAI and Anthropic, then govern all of them centrally through AI Trust & Governance.
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Workflow Automation lets a single trigger update every connected system at once — CRM, billing and case management — instead of an agent updating each one by hand. When a request needs more context or judgement than the automation has, it escalates to a live agent.
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Yes — Workflow Automation connects to CRM and case-management systems such as Salesforce, ServiceNow, Microsoft, Oracle and Zendesk and updates them as part of a single triggered action, so agents don't have to switch systems or re-enter data by hand.
Turn customer intent into coordinated action.
See how Five9 Orchestrate connects routing, AI models and workflows so the right response can move across your operation.