Verint and Five9 Help Joint Customers Move from AI Science Experiments to AI Outcomes
May 20, 2025
When you talk to clients, what do they see as a differentiator when it comes to your partnership with Verint? What gets them excited?
Our joint clients are excited to move from AI science projects to AI results. The powerful partnership of Verint and Five9 helps brands achieve measurable, concrete AI outcomes. Five9 provides an industry-leading contact center platform, and Verint’s team of AI-powered bots can be seamlessly added to target the most pressing challenges facing business.
Together, we eliminate the need for AI science projects and jump right to solving real problems with easy-to-understand solutions that have measurable ROI. This is the result that all brands are looking for, and Verint and Five9 deliver it with a single blended solution. You don’t have to search for different vendors and try to integrate into all the AI point solutions in the market.
Verint and Five9 make it easy. With ten years of joint innovation, we offer a wealth of expertise to help ensure our clients’ long-term success.
How does your partnership with Verint enable the power of CX Automation?
By ensuring the real-time and secure transit of conversational data between the Five9 and Verint cloud applications. Five9 VoiceStream is the media-streaming API that enables frictionless integration between Five9 and Verint applications, and our industry-leading security helps ensure customers’ data is protected.
With Five9 VoiceStream, agent and caller audio are streamed in real time from Five9 to Verint, alongside advanced CTI call events. This allows customers to leverage the full set of AI capabilities from both companies, including customer authentication via biometrics, agent assistance, agent coaching and training, and real-time speech analytics including sentiment analysis.
What is your vision for how CX Automation and specialized bots can transform client outcomes?
Five9 and Verint both share the point of view that AI in the contact center is best deployed strategically, to address known, observed challenges. This is where Five9’s approach to AI dovetails very well with the many bots Verint makes available. Five9 advises customers to inspect their businesses closely by first gathering all interaction data and analyzing it to identify bottlenecks and problem areas. This can involve using Five9’s AI Insights tool, or the VoiceStream API to pull all media into Verint for further inspection.
Once particular challenges are identified, such as specific topics that have inordinately high handle times, then the right Verint Bot can be deployed to address that area. For example:
- If inspection revealed that agents were handling PII in a non-secure manner, Verint’s PII Redaction Bot can be deployed to help ensure customer privacy.
- If inspection revealed inordinately high absentee rates, the Verint TimeFlex Bot can be deployed to give agents more control over their schedules.
In all cases, any AI or bot deployment must be strategic in order to address a known, observed challenge to meet a specific business need and realize positive ROI.
This is an exciting time for Workforce Engagement Management. Five9 could not be more thrilled to partner with a market leader in Verint to deliver intelligent CX experiences transformed by AI.
To learn more, visit Verint in the Five9 CX Marketplace and the Five9 landing page on the Verint site.
Email: tim.richter@five9.com
LinkedIn: Five9: Overview | LinkedIn
Website: https://www.five9.com