Five9 Intelligent CX Platform

Five9 Intelligent CX Platform is a cloud-based customer experience platform designed to support voice and digital engagement at enterprise scale. It combines core contact centre capabilities with embedded AI, automation, analytics and workforce tools to enable organisations to manage customer interactions, empower agents and deliver consistent, multichannel experiences from a single, scalable platform.

Five9 is built on a strong outbound dialling heritage, with inbuilt capabilities that support proactive customer outreach alongside inbound service.

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Why Choose Britannic for Five9 Intelligent CX Platform

Five9 Intelligent CX Platform is a cloud-based customer experience platform designed to support voice and digital engagement at enterprise scale. It combines core contact centre capabilities with embedded AI, automation, analytics and workforce tools to enable organisations to manage customer interactions, empower agents and deliver consistent, multichannel experiences from a single, scalable platform.

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Features And Capabilities Of The Five9 Intelligent CX Platform

Omnichannel Customer Engagement

The platform supports voice and digital channels including voice, email, chat, SMS, social messaging and video. This enables consistent, connected customer journeys regardless of how customers choose to engage.

Cloud-Based Inbound, Outbound And Blended Voice

Five9 provides carrier-grade voice capabilities delivered from the cloud, with . advanced outbound dialling built in. Inbound, outbound and blended models support predictive, progressive, power and preview diallers, allowing contact centres to flex agent time efficiently while enabling compliant, high-performance proactive engagement.

Intelligent Virtual Agent (IVA)

IVA enables conversational self-service across voice and digital channels using natural language understanding and generative AI. It supports a wide range of use cases, from simple enquiries to task-based interactions, without requiring live agents.

Unified Agent Desktop

Agents access all channels, tools and customer context through a single, browser-based desktop. This gives agents a complete view of the customer journey and enables seamless movement between channels within an interaction.

AI-Powered Agent Assist

Agent Assist listens to live interactions and provides real-time guidance, knowledge suggestions and next-best actions. It also automates transcription and summarisation to reduce after-call work across both inbound and outbound conversations.

Workflow Automation And Integrations

The platform integrates with CRM, UC and enterprise systems to automate workflows and share data in real time. This reduces manual effort and enables more personalised, context-aware interactions.

Workforce Optimisation (WFO)

Workforce management, quality management, performance management and gamification tools help optimise staffing, improve agent engagement and maintain service quality at scale.

Analytics And Interaction Intelligence

Real-time and historical reporting, advanced analytics and interaction analytics provide insight into customer behaviour, sentiment and operational performance. These insights support data-driven decision-making and continuous CX improvement.

Enterprise-Grade Security And Scalability

Designed for global, high-volume environments, the platform supports large, distributed workforces. Built-in security, reliability and compliance capabilities make it suitable for regulated industries and mission-critical operations.

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Business Benefits of Five9 Intelligent CX Platform

  • The platform reduces cost per contact by automating routine interactions and using agents more effectively. Built-in outbound diallers also enable proactive outreach that helps manage demand and prevent avoidable inbound contacts.
  • Customers experience faster, more consistent service across every channel. Proactive outbound engagement allows organisations to resolve issues, provide updates or follow up before customers need to make contact.
  • Cloud delivery enables rapid deployment and faster return on investment. Organisations can adapt quickly as customer expectations and business priorities change.
  • Agents work more productively with a single desktop and real-time AI assistance. This shortens handle times and improves first-contact resolution. Integrated dialling capabilities reduce idle time and increase talk time across outbound campaigns.
  • Leaders gain clear, real-time visibility into performance and service health. Decisions can be made faster and with greater confidence.
  • Hybrid and remote working become easier to support without compromising control or quality. This improves resilience and access to wider talent pools.
  • Enterprise-grade security and reliability protect service continuity and brand reputation. The platform is built to support regulated and mission-critical operations.
  • CX investment is directly tied to measurable operational and commercial outcomes. This ensures customer experience becomes a driver of business performance, not just a cost centre.


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Contact Britannic to discover how our partnership with Five9 and the Intelligent CX Platform can help you elevate customer experiences with a unified, AI-enabled contact centre solution tailored to your business needs.

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