Cloud contact center leader Five9 has announced impressive results from its AI-Elevated Customer Experience (CX) Platform, revealing that it delivered $14.5 million in business value and an ROI of 212% for its enterprise customers. The findings highlight the transformative potential of AI and automation in improving operational efficiency, customer satisfaction, and revenue growth in contact centers.
Key Metrics and Business Impact
According to a commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting, the Five9 platform helped enterprises achieve:
- $14.5 million in total business value over three years
- 212% return on investment (ROI)
- 3-month payback period on deployment
- 40% increase in agent productivity
- 25% faster issue resolution through AI-enhanced routing and virtual agents
These gains were driven largely by automation, AI-based agent assistance, and improved self-service capabilities.
How Five9’s AI CX Platform Works
The Five9 AI-Elevated platform integrates intelligent virtual agents (IVAs), real-time agent assist, AI-driven routing, and advanced analytics to streamline the customer journey. It uses natural language processing (NLP) and machine learning (ML) to:
- Understand customer intent in real time
- Route queries to the most qualified agent
- Automatically resolve common issues via voice/chat bots
- Provide agents with live insights and suggested responses
This dramatically reduces average handling time and increases First Call Resolution (FCR)—two of the most critical metrics in CX.
Real-World Applications
The study found that enterprises using Five9 were able to:
- Reduce operational costs by minimizing manual labor
- Boost customer retention through better service interactions
- Scale support operations without proportionally increasing headcount
- Gain actionable insights from call data for continuous improvement
One organization in the study noted that AI-driven improvements helped support their growth strategy without sacrificing service quality or increasing expenses.
The Future of Contact Centers
Five9’s results validate a broader industry trend: AI is no longer a luxury—it’s a competitive necessity. As customer expectations rise and digital engagement expands, traditional contact centers must evolve into agile, intelligent experience hubs.
“Businesses that invest in AI-powered CX can unlock massive value in a short time,” said a Five9 spokesperson. “The results speak for themselves—faster service, happier customers, and better ROI.”
Conclusion
With $14.5 million in business value and a 212% ROI, Five9’s AI-Elevated CX platform is proving to be a game-changer. Companies that embrace AI-driven automation and intelligence in customer engagement are not only saving costs but also setting the standard for next-generation customer experiences.
