The collaboration integrates Five9’s cloud contact center innovation with Aspect’s AI-powered workforce management and aims to drive operational efficiency and real-time staffing accuracy.
Aspect Software, a specialist in workforce management (WFM) and engagement solutions, and CCaaS leader Five9 have announced a formal partnership aimed at synchronizing real-time customer demand with intelligent scheduling.
The partnership centers on a deep integration between the two platforms. By allowing Aspect Intelligence to ingest real-time agent state and historical interaction data directly from Five9, the solution enables enterprises to sharpen forecasting accuracy. This data flow allows for automated intraday adjustments, ensuring that staffing levels remain aligned with fluctuating live demand.
As enterprises continue to migrate from legacy systems to agile cloud environments, the ability to maintain service levels while controlling operational costs has become a top priority for CX leaders.
Bridging the Gap Between Interaction and Intelligence
The formalization of this relationship follows a period where joint customers were already leveraging Aspect’s advanced forecasting and scheduling tools alongside Five9’s cloud infrastructure. By connecting these ecosystems, organizations are set to gain deeper visibility into demand patterns, allowing for proactive rather than reactive staffing shifts.
Anna DeGraftenreed, Aspect’s VP of Partner Ecosystem, said:
“Today’s contact centers need more than just interaction handling—they need operational intelligence that helps them anticipate demand and respond in real time. Customers are already seeing the value of connecting Five9 with Aspect’s workforce optimization powered by Aspect Intelligence. By formalizing our partnership, we’re making it easier for more organizations to deploy this integration and operate more efficiently while delivering better customer experiences.”
Amanda Miller, Director ISV Partnerships at Five9, commented:
“As organizations rapidly move to cloud contact centers, they need solutions that extend platform value and improve operational performance. This partnership reflects our commitment to delivering flexible, intelligent CX solutions, improve customer satisfaction and operational performance.”
The partnership is supported by a comprehensive joint go-to-market strategy, including co-sell alignment and coordinated enablement initiatives to help more organizations scale their contact center operations through a unified, intelligent ecosystem.