Turn every interaction into insight that improves what happens next.
Analyze 100% of interactions with AI-powered quality management, interaction analytics and unified reporting so your teams can find what matters, improve performance and make every interaction better than the last.
Trusted by leading enterprises across every industry
Capabilities
See what’s happening. Improve what happens next.
Bring interaction analytics, workforce management, performance dashboards and AI-powered quality insights together to understand what’s happening, why it’s happening and where to improve.
Every interaction, consistently evaluated
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See more of what’s really happening. Agentic Quality Management uses automated GenAI evaluations to score 100% of interactions consistently and surface coaching opportunities at scale.
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Make quality scoring more consistent. Apply calibrated evaluation criteria across interactions to reduce sampling gaps and make scoring less dependent on individual reviewers.
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Know where coaching can make a difference. Surface performance gaps and coaching opportunities automatically so supervisors can spend more time helping agents improve and less time searching for what to review.
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Keep human judgment in the loop. Use Supervisor Plus for coaching, review and manual evaluations when a manager needs to take a closer look or add context.
auto-scored
GenAI business intelligence
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See what customers are really talking about. Surface recurring topics from customer interactions automatically so teams can spot emerging issues and opportunities without manually tagging conversations.
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Get to the “why” faster. Ask questions in natural language to investigate changes in customer behavior, agent performance and operational metrics without starting with a predefined report. Powered by OpenAI GPT.
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Spot trends before they become bigger problems. Identify patterns across channels, time periods and agents so teams can understand what is changing and where to dig deeper.
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Turn conversations into performance insight. Use interaction analytics and speech analytics to uncover keywords, phrases, sentiment and other signals that help explain what is driving customer and operational performance.
Unified analytics & custom dashboards
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Bring the data together. Connect CCaaS, IVA, workforce management, CRM, ticketing and other operational data so teams can work from a more unified view of performance.
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Give everyone the view they need. Use role-based performance dashboards for executives, supervisors, managers and agents so each team can focus on the metrics that matter to them.
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Connect what’s happening now with what led to it. Bring real-time and historical analytics together so teams can monitor performance, investigate changes and make better-informed decisions.
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Take your performance data further. Feed OneVUE data into your broader analytics environment through supported export and data-sharing options, including enterprise BI and data lake workflows.
Explore OneVUE“Five9 OneVUE has been a foundational component of our Five9 customer experience solution.”
Forecasting and scheduling
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Plan for demand before it arrives. Forecast interaction volume across channels so workforce management decisions start with a clearer picture of expected demand.
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Build schedules around the work. Create optimized schedules that align staffing with forecasted demand while helping teams maintain coverage and service-level goals.
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Adjust when the day changes. Adapt schedules as interaction volume shifts so operations can respond to changing demand without waiting for the next planning cycle.
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Connect workforce performance to the bigger picture. Bring workforce management data together with quality and performance analytics in OneVUE so staffing decisions aren’t made in isolation.
Proof that better insights drive better performance.
See how Five9 customers use analytics, quality management and workforce insights to understand performance and improve what happens next.
IAA, an RB Global Inc Company
Long hold times, fragmented workflows and no digital channels were wearing down agents as fast as customers. IAA turned to Five9 Workforce Management and Quality Management to forecast smarter, schedule with flexibility and coach in the moment.
The flexibility offered by Five9 helped reduce burnout, increase engagement and improve retention, while streamlining customer journeys led to quicker resolutions.
Why Five9
Why Optimize on Five9
The hard part isn’t collecting more interaction data. It’s turning what happened into insight your teams can actually use to improve what happens next. With Five9, that connection is built in. We were built for the hard part.
Insight starts with the interaction
Five9 captures the interaction and the performance data around it in the same platform, so teams can understand what happened without piecing the story together across separate systems.
See more than a sample
Evaluate 100% of supported interactions with AI-powered quality management so performance decisions and coaching can start from a broader view of the customer and agent experience.
Better together gets better over time
Turn what you learn from customer interactions into intelligence that helps people perform better, AI work smarter and the right mix come together when it matters.
Go deeper
Build the insight and improvement system your operation needs.
Bring together the tools to evaluate interactions, understand performance and improve what happens next.
FAQ
Frequently asked questions about Five9 Optimize
Common questions about quality management, AI insights and unified analytics on Five9.
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Five9 Optimize is an AI-powered insights and analytics solution inside the Five9 Genius CX Platform. It combines quality management, interaction analytics, workforce management and performance dashboards, so teams can evaluate interactions, spot trends and act on what's driving results — using data already running through Five9.
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Five9 Agentic Quality Management (AQM) uses GenAI-powered evaluations to automatically assess 100% of interactions, apply consistent quality criteria and surface coaching opportunities at scale. Where traditional quality management relies on manually sampling a small fraction of calls, AQM gives leaders a complete, consistent view of agent and customer performance.
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Five9 OneVUE is a unified analytics and reporting solution that brings contact center, workforce, customer, and operational data into shared performance dashboards. Executives, managers, supervisors, and agents each get role-based views, so everyone sees the metrics relevant to their job without digging through separate reports.
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Five9 Workforce Management is part of Optimize: it forecasts demand and builds optimized schedules, adapting in real time to keep service levels on target, inside the same unified view as your quality and analytics data.
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Interaction analytics uses the content of customer conversations to uncover patterns and performance drivers — sentiment, intent and recurring topics like billing complaints. Five9 combines interaction and speech analytics with AI-powered insights, then surfaces the results in OneVUE's unified performance dashboards.
Insight on every interaction. Action on every insight.
See how Five9 Optimize turns every interaction into GenAI quality scores, unified dashboards and insight your teams can act on.