Five9

Secure tool calling connects AI agents to enterprise systems to perform real-time actions such as authenticating customers, updating records, processing transactions and completing service tasks, which write to a system of record. The Agentic Experience Engine accesses data across systems, and multi-event triggers and business rules fire automation across applications.

A joint solution with Google Cloud connects the Intelligent CX Platform to Gemini Enterprise and Vertex AI, and the platform ships pre-built CRM integrations covering Salesforce, ServiceNow, Microsoft Dynamics 365 and Zendesk with screen pop, click-to-dial and activity logging.

Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05

Five9's Voice AI Agents run on a harness that enables autonomous workflows through coordinated multi-agent orchestration, with specialized agents working together across complex, multi-step journeys instead of one model handling everything.

The Agentic Experience Engine understands intent in real time, accesses data across systems and orchestrates personalized, goal-driven journeys, and the Agentic Voice Switch is a proprietary architecture that unifies speech, reasoning and voice generation natively in Five9's carrier-grade telephony.

Data, knowledge and orchestration are shared across the whole CX platform, and multi-event triggers and business rules sequence work across applications.

Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05

Five9's generative AI uses retrieval augmented generation to identify and summarize trusted answers from the customer's knowledge assets, so the agent answers from the enterprise's curated content rather than from model recall. Data, knowledge and orchestration are shared across the whole CX platform, so the same corpus serves self-service, agent assist and summarization. Five9 does not describe the index, refresh behavior, chunking or source level citation.

Sourcefive9.com/products/capabilities/conversational-generative-agentic-airead 2026-09-05

The dial of trust lets a business set its agents anywhere from fully scripted, for regulated sectors such as banking and healthcare, up to high trust, where the model manages multi-step conversations and calls APIs on its own, so the operator chooses how much latitude the agent has.

Around it sit built-in guardrails, LLM blinding so sensitive data is neither seen nor manipulated by the model, and workflow task verification, all part of an enterprise trust and governance layer that also includes automated post call AI evaluations.

Handoff to a person is a context-rich warm handoff, with AI and human agents working on the same unified platform instead of a cold transfer.

Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05

A live trust center lists SOC 2 Type 2, ISO/IEC 27001:2022, ISO/IEC 27017:2015, PCI DSS v4.0.1, HIPAA, HITECH, Cyber Essentials, C5, the CSA STAR registry, TX-RAMP Level 2, CPNI, CCPA, CPRA and GDPR, with a DORA compliance report alongside. The SOC 2 Type 2 report, a HIPAA Type 1 attestation, the ISO 27001 and ISO 27017 certificates and the PCI DSS report are available through an access request, and completed SIG, CAIQ and HECVAT questionnaires are published for due diligence.

Five9 is a Level 1 PCI DSS Service Provider that engages an independent QSA annually across all twelve requirements, and it operates as a HIPAA Business Associate. Multi-Factor Authentication and Audit Logging are named product security features, with Access Log Management, Least Privilege and Password Security under access control. Voice biometrics authenticates the calling consumer and is a product Five9 sells, not a control over the customer's own tenant.

Sourcetrustcenter.five9.comread 2026-09-05

Audit Logging is listed among the product security features alongside data security and multi-factor authentication, with Access Log Management under access control, so there is a record of who did what on the platform.

AI Agent Studio is the environment to build, test, deploy and monitor Voice AI Agents, automated post-call AI evaluations leave an assessed record of every interaction, and workflow task verification confirms whether the agent completed what it undertook. Five9's reporting layer sits underneath, and its trust and governance layer gives regulated enterprises granular visibility and control. No per decision reasoning trace or tool call log for an individual agent run is published.

Sourcetrustcenter.five9.comread 2026-09-05

Data, knowledge and orchestration are shared across the entire CX platform, the Agentic Experience Engine accesses data across systems to personalize a journey, and handoffs to human agents carry context so a customer does not restart. There is no persistent agent memory store with a set scope, lifetime or deletion control, and no memory product appears in the platform.

Sourcefive9.com/products/capabilities/ai-agentsread 2026-09-05

Delivery is cloud only, serving more than 3,500 enterprises across 140-plus countries, with no self-hosted, on-premise or single-tenant option.

The trust center carries a Data Center Colocations entry under infrastructure alongside business continuity and failover documentation, and the certification set includes region-specific schemes that apply where data is handled locally, C5 for Germany, Cyber Essentials for the United Kingdom, TX-RAMP Level 2 for Texas public bodies, and a DORA compliance report for EU financial entities.

The data center detail sits behind the trust center's access request, and Five9 describes no way for a customer to choose or move its region.

Sourcetrustcenter.five9.comread 2026-09-05

A suite of prepackaged self-service applications and code-free tooling streamlines Intelligent Virtual Agent and AI Agent deployment, so a common use case ships ready to adopt, and AI Agent Studio covers what the packaged set does not. Whether the packaged set can be browsed is not stated.

Sourcefive9.com/products/capabilities/ai-agentsread 2026-09-05

Five9 covers voice, digital, chat and social messaging from one platform, and the Agentic Voice Switch is built natively into its own carrier-grade telephony. Work starts when a customer calls or messages, when multi-event triggers and business rules fire automation across applications, and through outbound campaigns and calling lists, with Web2Campaign shown in Five9's developer samples as a route for an external system to push records into a campaign. Voice AI Agents handle the spoken channel end to end and hand off to live agents with context intact.

Sourcefive9.com/products/capabilities/conversational-generative-agentic-airead 2026-09-05

Models are blended by Five9, not chosen by the customer. Data, knowledge and orchestration are shared across the CX platform, and the Google Cloud partnership integrates the Intelligent CX Platform with Gemini Enterprise and Vertex AI, so more than one model provider is in play, with the Agentic Voice Switch unifying speech, reasoning and voice generation across them and Five9 choosing the model. Customers get no model selector, routing policy or bring your own key path, and the dial of trust governs how much autonomy a model gets, not which model runs.

Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05

A Developer Program at five9.com/development offers comprehensive Cloud API documentation, a fully-featured sandbox, code samples on GitHub, dedicated developer support and early access to release previews for compatibility testing.

Five9's GitHub organization, Five9DeveloperProgram, publishes working samples against the Agent and Supervisor REST API, the Configuration Web Services API, the CRM SDK, Click-to-Dial and Web2Campaign, and third-party client libraries build against a REST and WebSocket API at api.five9.com covering admin, supervisor and Studio endpoints. AI Agent Studio is the build, test, deploy and monitor environment for Voice AI Agents. The full API documentation and sandbox sit behind Developer Program membership, while the sample repositories are public.

Sourcefive9.com/developmentread 2026-09-05

Automated post-call AI evaluations assess every completed interaction instead of a supervisor's sample, and workflow task verification confirms the agent actually completed the task it undertook, giving a readable result on the customer's own agent. AI Agent Studio is a unified environment to build, test, deploy and monitor Voice AI Agents before release, and Developer Program members get a full sandbox plus release previews to test against new versions before general availability. Five9 also reports that containment targets were exceeded across 100,000 calls in an early rollout.

Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05

Agents act programmatically. Secure tool calling connects them to enterprise systems to authenticate customers, update records and process transactions, pre-built CRM integrations carry screen pop and activity logging into Salesforce, ServiceNow, Dynamics 365 and Zendesk, and the platform exposes REST and WebSocket APIs. Five9 agents work voice and digital CX channels through a carrier-grade telephony platform and do not control a browser, run hosted sessions or automate an interface.

Sourcefive9.com/products/capabilities/ai-agentsread 2026-09-05