Five9 and Assembled have announced an expansion of their partnership, aimed at addressing the growing complexity of managing contact center workforces that now include a mix of human agents, AI-enabled workflows, and BPO partners.
As part of the move, Assembled has been named a Five9 Select ISV Partner. Additionally, Five9 has become an authorized reseller of the Assembled workforce management (WFM) platform. The collaboration is designed to bring “agentic” workforce management capabilities directly into the Five9 Intelligent CX Platform, allowing enterprises to orchestrate their operations across multiple channels and agent types.
The Shift to Agentic WFM
The partnership comes as contact center leaders grapple with a shifting labor landscape. While AI is increasingly handling routine customer interactions, data suggests that human headcount is not necessarily declining. According to Gartner, only 20% of customer service leaders report AI-driven headcount reduction, while 55% say staffing levels have remained flat.
This creates a new challenge: planning for a workforce where human and AI agents must work in tandem. Traditional WFM tools, often built for static environments and single-channel staffing, frequently struggle to keep pace with the real-time requirements of modern, omnichannel operations.
Ryan Wang, Co-founder and CEO of Assembled, said:
“The contact center is moving into a multi-agent world, but most workforce management tools are still built for a much simpler one. Enterprises that can plan across human and AI capacity and manage their workforce intelligently are the ones that will actually deliver on the promise of AI. With Five9, more enterprises can now turn that complexity into a competitive edge.”
Reducing Integration Friction
A key focus of the expanded partnership is the technical depth of the integration. By embedding Assembled’s WFM capabilities natively within the Five9 platform, the companies aim to eliminate the “point-solution sprawl” that often plagues enterprise tech stacks. The integration allows for real-time data flow between the two systems, facilitating more accurate forecasting and automated scheduling without the need for custom engineering.
George Wilson, VP of Strategic Alliances at Five9, said:
“Every conversation I’m having with customers comes back to the same thing. They want the power of AI without recreating the point-solution sprawl they just spent years cleaning up. That’s why we’re investing in partners like Assembled, who bring agentic workforce management into the Five9 Intelligent CX Platform, so our customers can orchestrate people, AI, and workflows.”
Evolving Resource Management
This partnership signals a broader maturation of the “AI-first” contact center. For years, the industry focused on the front-end capabilities of AI—chatbots and virtual assistants—often overlooking the back-end operational strain these tools create. Now, WFM is no longer a standalone administrative tool, but a core orchestration layer. As AI handles more volume, the remaining human interactions become more complex and critical, making precise, data-driven staffing the difference between a seamless customer experience and an operational bottleneck.
Industry Impact
The companies highlighted several joint customers who have already integrated the two platforms to streamline operations. DailyPay, an on-demand pay solution provider, reported a 65% reduction in scheduling time and improved SLA performance by 7% since adopting the combined solution.
MTM, which manages over 2,000 agents across 100-plus skill queues for medical transportation, also reported significant efficiency gains.
The partnership also simplifies the procurement process, allowing Five9 customers to purchase Assembled directly through Five9 with unified billing and streamlined contracting.