Omnichannel (Voice · Email · Chat · SMS · Social)
True omnichannel routing — customers can start an interaction on one channel and continue on another without losing context. Five9
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Related Services
Intelligent Contact Center (Inbound · Outbound · Blended)
Five9 delivers a fully cloud-native contact center with skills-based ACD, intelligent IVR, predictive/progressive/preview dialing for outbound, and blended agent queues. All routing decisions are informed by the Genius AI platform — matching callers to agents based on intent, customer history, and predicted outcome rather than simple queue position.
Genius AI Platform (AI-First Architecture)
Five9 Genius AI is the unified AI layer across the entire platform — not a third-party add-on. It powers Intelligent Virtual Agents, real-time agent assistance (next-best-action prompts, live transcription, knowledge surfacing during calls), predictive routing, post-interaction analytics, and sentiment scoring. Low-code/no-code tools let administrators build and modify AI flows without developer involvement.
IVA — Intelligent Virtual Agent (Voice & Digital)
Five9 IVA provides AI-powered self-service across voice and digital channels — handling routine inquiries, appointment scheduling, payment processing, and FAQ resolution without agent involvement. Supports 100+ languages for global and multilingual deployments. In healthcare, IVA handles Patient Access Center workflows including appointment reminders, prescription refill requests, and pre-registration — directly integrated with Epic EHR.
Native Epic EHR Integration
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