Five9: Revolutionizing AI Contact Centers with Innovation Award

Five9, a leading provider of Intelligent CX Platforms, has been recognized for its innovative approach to AI contact centers. The company was awarded the 2024 Aragon Research Innovation Award for AI Contact Centers and named a Leader in two Aragon Research Globe™ reports: AI Agent Platforms in the ICC, 2025, and Intelligent Contact Center, 2025. This recognition highlights Five9's strategic vision and commitment to driving AI-driven innovation in customer experience (CX).

Five9's AI Agent Platforms strategy focuses on industry-specific solutions, tailoring them to meet the unique needs of each client. This approach enables the company to handle routine customer queries efficiently, freeing up agents to tackle more complex issues. By automating high call volumes, Five9 allows call centers to manage peak times effectively, ensuring timely customer service. Additionally, Five9's conversational AI and generative AI offerings are designed to meet the specific needs of various sectors, further enhancing its competitive edge.

At the core of Five9's innovation is its vision for The NEW CX, where AI Agents and AI-empowered Human Agents collaborate to deliver hyper-personalized, effortless customer experiences. This approach reduces costs and improves efficiency, setting new standards for AI-powered solutions in the contact center industry. Five9's AI Agent Platforms in the ICC, 2025 report highlights the company's strategic vision for AI-driven innovation in CX, positioning it as a leader in AI-elevated CX.

Five9's Intelligent Contact Center solutions, such as Voice IVAs, Digital IVAs, AI Knowledge Management, and AI Agent Assist, further enhance this vision. These solutions automate tasks, provide accurate information, and promote better interactions, ultimately driving business value. By empowering agents with real-time guidance and AI-driven automation, Five9 promotes happier agents, which in turn leads to happier customers.

The company's commitment to responsible AI and practical AI implementation is evident in its approach to data privacy and model integrity. Five9 prioritizes data privacy by limiting the data sent to third-party AI vendors to what's essential for service. Strong guardrails anchor AI models with the company's own data and knowledge, ensuring that AI models are not biased.

In conclusion, Five9's AI Agent Platforms and Intelligent Contact Center solutions contribute to its strategic vision for AI-driven CX. By combining AI Agents and AI-empowered Human Agents, Five9 delivers transformative customer interactions while reducing costs and improving efficiency. The company's commitment to responsible AI and practical AI implementation positions it as a leader in AI-elevated CX, setting new standards for the contact center industry.