Five9 builds Humantic contact centers instead of full automation

Five9 is developing Humantic contact centers, shifting focus away from full automation. While many firms prioritize the share of AI-handled calls, Five9 emphasizes human interaction for high-value, complex, and sensitive customer needs. Simultaneously, Cisco is transforming contact centers into context centers. This initiative addresses the gap in brand relationships, as customers view interactions as a single continuous experience, whereas most current corporate systems fail to share essential context across different internal departments.