Five9 Introduces Spotlight for AI Insights and Expands Reporting & Analytics Suite
Five9 (FIVN) has unveiled Spotlight for Five9 AI Insights, a new generative AI-powered solution that helps companies analyze customer interaction data more effectively. The platform, powered by Genius AI, enables businesses to create custom metrics and extract actionable insights directly from conversation transcripts.
The company also announced enhancements to its reporting and analytics suite, including:
- Five9 Aceyus VUE with persona-based dashboards for contact centers with 100+ agents
- Five9 Analytics with new pre-built reports
- Five9 Reporting with a refreshed interface accessing 140+ pre-built reports
Early adopter IAA reported a 10% reduction in repeat calls using AI Insights data. The new solutions aim to help businesses access contextual data faster, reduce manual work, and make data-driven decisions for improved customer experience.
Five9 (FIVN) ha presentato Spotlight for Five9 AI Insights, una nuova soluzione basata su intelligenza artificiale generativa che aiuta le aziende ad analizzare i dati delle interazioni con i clienti in modo più efficace. La piattaforma, alimentata da Genius AI, consente alle imprese di creare metriche personalizzate ed estrarre informazioni utili direttamente dai trascritti delle conversazioni.
L'azienda ha anche annunciato miglioramenti alla sua suite di reporting e analisi, tra cui:
- Five9 Aceyus VUE con dashboard basate su persona per i contact center con oltre 100 agenti
- Five9 Analytics con nuovi report predefiniti
- Five9 Reporting con un'interfaccia rinnovata che accede a oltre 140 report predefiniti
Il primo utilizzatore IAA ha riportato una riduzione del 10% delle chiamate ripetute utilizzando i dati di AI Insights. Le nuove soluzioni mirano ad aiutare le aziende ad accedere più rapidamente ai dati contestuali, ridurre il lavoro manuale e prendere decisioni basate sui dati per migliorare l'esperienza del cliente.
Five9 (FIVN) ha presentado Spotlight for Five9 AI Insights, una nueva solución impulsada por inteligencia artificial generativa que ayuda a las empresas a analizar los datos de interacción con los clientes de manera más efectiva. La plataforma, impulsada por Genius AI, permite a las empresas crear métricas personalizadas y extraer información útil directamente de las transcripciones de conversaciones.
La compañía también anunció mejoras en su suite de informes y análisis, que incluyen:
- Five9 Aceyus VUE con paneles basados en personas para centros de contacto con más de 100 agentes
- Five9 Analytics con nuevos informes predefinidos
- Five9 Reporting con una interfaz renovada que accede a más de 140 informes predefinidos
El primer adoptante IAA informó una reducción del 10% en las llamadas repetidas utilizando los datos de AI Insights. Las nuevas soluciones tienen como objetivo ayudar a las empresas a acceder más rápidamente a los datos contextuales, reducir el trabajo manual y tomar decisiones basadas en datos para mejorar la experiencia del cliente.
Five9 (FIVN)는 고객 상호작용 데이터를 더 효과적으로 분석하는 데 도움이 되는 새로운 생성적 AI 기반 솔루션인 Spotlight for Five9 AI Insights를 공개했습니다. Genius AI에 의해 구동되는 이 플랫폼은 기업이 맞춤형 지표를 생성하고 대화 기록에서 직접 실행 가능한 통찰력을 추출할 수 있도록 합니다.
회사는 또한 다음과 같은 보고서 및 분석 스위트의 향상을 발표했습니다:
- 100명 이상의 상담원이 있는 연락 센터를 위한 페르소나 기반 대시보드가 포함된 Five9 Aceyus VUE
- 새로운 사전 구축 보고서가 포함된 Five9 Analytics
- 140개 이상의 사전 구축 보고서에 접근할 수 있는 새로워진 인터페이스의 Five9 Reporting
조기 채택자 IAA는 AI Insights 데이터를 사용하여 반복 전화가 10% 감소했다고 보고했습니다. 새로운 솔루션은 기업이 맥락적 데이터에 더 빠르게 접근하고, 수작업을 줄이며, 데이터 기반 의사 결정을 통해 고객 경험을 개선하는 데 도움을 주는 것을 목표로 합니다.
Five9 (FIVN) a dévoilé Spotlight for Five9 AI Insights, une nouvelle solution alimentée par l'IA générative qui aide les entreprises à analyser les données d'interaction avec les clients de manière plus efficace. La plateforme, propulsée par Genius AI, permet aux entreprises de créer des métriques personnalisées et d'extraire des informations exploitables directement à partir des transcriptions de conversations.
L'entreprise a également annoncé des améliorations de sa suite de reporting et d'analyse, y compris :
- Five9 Aceyus VUE avec des tableaux de bord basés sur des personas pour les centres de contact avec plus de 100 agents
- Five9 Analytics avec de nouveaux rapports préconstruits
- Five9 Reporting avec une interface renouvelée accédant à plus de 140 rapports préconstruits
Le premier utilisateur IAA a signalé une réduction de 10 % des appels répétés en utilisant les données d'AI Insights. Les nouvelles solutions visent à aider les entreprises à accéder plus rapidement aux données contextuelles, à réduire le travail manuel et à prendre des décisions basées sur les données pour améliorer l'expérience client.
Five9 (FIVN) hat Spotlight for Five9 AI Insights vorgestellt, eine neue generative KI-gestützte Lösung, die Unternehmen dabei hilft, Kundendaten effektiver zu analysieren. Die Plattform, die von Genius AI unterstützt wird, ermöglicht es Unternehmen, benutzerdefinierte Kennzahlen zu erstellen und umsetzbare Erkenntnisse direkt aus Gesprächstranskripten zu extrahieren.
Das Unternehmen kündigte auch Verbesserungen seiner Reporting- und Analyse-Suite an, darunter:
- Five9 Aceyus VUE mit persona-basierten Dashboards für Kontaktzentren mit über 100 Agenten
- Five9 Analytics mit neuen vorgefertigten Berichten
- Five9 Reporting mit einer aktualisierten Benutzeroberfläche, die auf über 140 vorgefertigte Berichte zugreift
Der frühe Anwender IAA berichtete von einer Reduzierung der Wiederholungsanrufe um 10 % durch die Nutzung von AI Insights-Daten. Die neuen Lösungen zielen darauf ab, Unternehmen zu helfen, schneller auf kontextuelle Daten zuzugreifen, manuelle Arbeit zu reduzieren und datengestützte Entscheidungen zur Verbesserung des Kundenerlebnisses zu treffen.
- Introduction of AI-powered analytics solution for improved customer data insights
- Enhanced reporting capabilities with 140+ pre-built reports
- Demonstrated success with IAA achieving 10% reduction in repeat calls
- New customization features for tracking business-critical metrics
- None.
Insights
Five9's introduction of Spotlight for AI Insights represents a notable enhancement to their Intelligent CX Platform, leveraging generative AI technology to transform how businesses extract value from customer interaction data. This product launch addresses a significant pain point for contact centers: the complexity of analyzing vast amounts of customer conversation data.
The key innovation is the ability to create custom metrics through simple prompts rather than weeks of expensive customizations, enabling tracking of previously difficult-to-measure indicators like upsell success rates and customer retention likelihood. The expansion of their reporting suite with persona-based dashboards tailored for different user types demonstrates Five9's focus on enterprise-grade usability.
The customer testimonial from IAA citing a
From a competitive standpoint, this enhancement aligns with the broader industry trend of embedding AI capabilities into CX platforms. While these features will likely strengthen Five9's product positioning, particularly for larger contact centers with 100+ agents, the announcement lacks financial details about how these enhancements might directly impact revenue or whether they represent premium offerings.
The ability to mine conversation data for business intelligence using AI represents valuable functionality that could increase platform stickiness as customers build proprietary analytics within the Five9 ecosystem. However, its market impact will ultimately depend on implementation success, adoption rates, and how distinctively these capabilities perform against similar AI offerings from competitors in the increasingly crowded CCaaS market.
New Custom Metrics, Analytics, and Reporting Solutions Designed to Give Businesses Faster Actionable Insights to Deliver an AI-elevated Customer Experience
"Customer engagements create massive amounts of data, and the complexity and volume of this data is difficult and time-consuming to capture and analyze. We're building solutions that meet our customers where they are, simplify the process, and make insights easily accessible for seamless, hyper-personalized experiences that truly resonate with their customers," said Ajay Awatramani, chief product officer at Five9. "We know that understanding the context of every interaction is key to success, and we're committed to making it simple for customers to use the specific data they want, in the formats that work best, all within a design built with the user in mind."
Real-time Custom Metrics that Matter Most
Powered by Genius AI, Five9 AI Insights provides business leaders with rich, actionable insights directly from conversation transcripts. Spotlight for AI Insights brings a new level of customization, simplicity, and flexibility to help customers:
- Mine for meaning directly from customer conversations to create user-defined metrics that provide business leaders with operational data and tailored intelligence for specialized teams like sales, marketing, and product.
- Surface business-critical insights on metrics that have been traditionally hard to track, such as upsell success rates, customer retention likelihood, discounting trends, and more.
- Test and deploy new metrics easily using simple prompts versus requiring weeks of expensive, manual customizations.
"At IAA, our vision is to continuously improve our customer satisfaction and agent experience by offering more proactive and efficient customer experiences," said Cordell Miles, IAA workforce manager. "Data from AI Insights has already helped us identify actionable improvements to make within our contact center, helping us reduce repeat calls by
Persona-based, Flexible Operational Reporting
The Five9 reporting and analytics suite helps customers gain actionable insights to improve performance and consistently achieve operational and strategic goals. Today's enhancements are designed to help users easily and quickly get the data they need to provide an AI-elevated customer experience. New features include:
- Five9 Aceyus VUE (Visionary User Experience), tailored to the unique needs of large, complex contact centers, now includes pre-built, persona-based dashboards to make reporting more effortless and efficient for customers with 100 agents or more.
- Five9 Analytics, designed for customers who prefer do-it-yourself reporting options, includes new pre-built reports so customers don't have to start from scratch.
- Five9 Reporting, ideal for capturing basic operational and resource efficiency metrics and trends, has a refreshed user interface to access an unrivaled 140+ pre-built report library.
"The Five9 Aceyus VUE solution has been a foundational component of our Five9 customer experience solution," said Eric Schanno, principal solutions engineer at Northwestern Mutual. "Five9 Aceyus already provides us actionable insights and monitoring, and we are excited about the future of VUE with the new performance dashboards to help us further optimize our operations."
Additional Resources:
- Spotlight for Five9 AI Insights
- Five9 Reporting and Analytics
- Five9 Genius AI
- Visit Five9 at Enterprise Connect 2025 – Booth 1311
About Five9
Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here, and it's at the heart of every winning experience. For more information, visit www.five9.com
Engage with us @Five9, LinkedIn, Facebook, Blog
View source version on businesswire.com: https://www.businesswire.com/news/home/20250317027863/en/
Mandy Knotts
Corporate Communications Senior Director
Press@five9.com
Source: Five9
FAQ
What new AI features did Five9 (FIVN) introduce in its latest announcement?
How did IAA benefit from implementing Five9's AI Insights?
What are the three main reporting solutions in Five9's enhanced analytics suite?
What specific metrics can businesses track using Five9's new Spotlight for AI Insights?
