At CCW 2025, Five9 unveiled Agentic CX, its latest AI-powered solution designed to revolutionize contact center operations. In an exclusive interview with CX Today's Charlie Mitchell, Five9 CTO Jonathan Rosenberg explains how this new offering represents the next evolution in customer experience technology.
Rosenberg begins by clarifying what truly constitutes "agentic AI," distinguishing genuine agentic capabilities from solutions merely packaged under the buzzword. He emphasizes that buyers should look for specific characteristics that define authentic agentic solutions, ensuring they invest in technology that delivers real value.
The conversation explores how Agentic CX builds upon Five9's established portfolio of intelligent virtual agents and AI agents. Rosenberg details the solution's operational mechanics, highlighting how it augments contact center strategies by enabling more autonomous, intelligent customer interactions.
