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AI self-service upgrade. Five9 introduced Voice AI Agents for complex automation.
Human-AI collaboration. The release enables smooth transitions between AI and human agents.
Enterprise impact. Service leaders gain scalable automation and richer customer experiences.
Five9 launched a new release of its Voice AI Agents on June 23 at Customer Contact Week in Las Vegas. The release targets enterprises looking to move beyond scripted bots and legacy Interactive Voice Response (IVR) systems with agentic AI for customer self-service.
The announcement also introduced AI Agent Studio, a unified environment for building, testing, deploying and monitoring Voice AI Agents. According to Five9, the solution aims to automate complex interactions while ensuring smooth handoffs between AI and live agents.
Five9 research cited at the launch found that 65% of organizations are implementing at least one AI use case, with self-service automation ranking as a top use case at 42%.
"Many companies are still talking about the promise of agentic AI, but Five9 Voice AI Agents are already delivering results," Ruthu Raj, VP of Architecture, IT Infrastructure and Operations, at PODS, said in a statement. "In our early rollout, we exceeded our containment rate targets, reduced handle times and delivered more consistent, human-like customer interactions. Five9 solved critical challenges around noise handling, turn detection, and hallucination prevention, enabling reliable, context-aware conversations at scale. Just as importantly, they were a true partner in helping us move from concept to production. By year-end, we expect Five9 Voice AI Agents to handle more than 100,000 service calls while improving the customer experience."
Five9 Voice AI Agents Feature Breakdown
The new Voice AI Agents release includes these capabilities, according to Five9:
Capability | Description |
|---|---|
Multi-agent orchestration | Coordinated AI agents work across complex, multi-step customer journeys |
Human-like voice interaction | Low-latency streaming, multilingual support, turn-taking and noise management |
Secure tool calling | AI connects to enterprise systems for authentication, records and transactions |
Context-rich warm handoffs | AI and human agents collaborate on a unified platform with full context |
AI Agent Studio | Unified environment for building, testing, deploying and monitoring agents |
Recent Five9 News
Five9 has undergone a significant leadership overhaul while posting record financial results, with AI emerging as its primary growth engine. In December 2025, the company named Amit Mathradas as CEO, effective February 2, 2026, succeeding Mike Burkland, who shifted to a board role after scaling the company from roughly $10 million to over $1 billion in revenue. Mathradas, who previously helped grow Avalara more than 250% before its $8.4 billion acquisition by Vista Equity Partners, subsequently appointed Jay Lee as chief marketing and growth officer in April — a newly created role consolidating global marketing with revenue strategy and operations.
On the product front, Five9 launched a joint enterprise CX AI solution with Google Cloud in January, integrating its Intelligent CX Platform with Gemini Enterprise and Vertex AI. The company also introduced its Agentic CX autonomous AI agents in June 2025, followed by Genius AI suite updates covering routing, quality management and analytics in November 2025. Gartner recognized Five9 as a Leader in its CCaaS Magic Quadrant for the eighth consecutive year.
Financially, Five9 delivered record full-year 2025 revenue of $1.149 billion, up 10% year-over-year, with enterprise AI revenue surging 41%. Momentum has continued into 2026, with Q1 2026 revenue of $305.3 million, up 9% year-over-year, and full-year 2026 guidance set at $1.254 billion to $1.266 billion.
Agentic Systems Vs. Chatbots
The operating model is shifting from human-assisted AI to AI-powered human workflows, with agents handling routine tasks while staff focus on governance and complex interactions. Agentic systems differ from traditional chatbots by handling multi-step workflows and coordinating across enterprise systems. Agents now handle up to 40% of inquiries across multiple channels, and projections suggest that could reach 80% by 2029. Customer satisfaction has become the primary metric for success after AI deployment, not just efficiency metrics like handle time.
Five9 Background
Founded in 2001, Five9 provides cloud-based contact center solutions for enterprise and mid-market organizations, serving travel, healthcare, financial services, retail, telecommunications and business process outsourcing.
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