MetriNote – Five9 Introduces Custom Metrics, More Analytics and Reporting

Author: Beth Schultz, VP of Research and Principal Analyst

What's the news?

March 17, 2025 – At Enterprise Connect 2025, Five9 announced a new capability, Spotlight for AI Insights, for using generative AI/large language models (LLMs) to surface insights from customer conversations, as well as a trio of enhancements for its reporting and analytics suite. Details are as follows:

• Spotlight for AI Insights, which uses Five9’s Genius AI solution for optimizing data and analysis, allows companies to analyze customer interactions and deliver operational data and customized intelligence for teams such as sales, marketing, and product.
• For analytics and reporting, Five9 now offers pre-built persona-based reporting as part of the Aceyus VUE dashboards for large, complex contact centers (with more than 100 agents); pre-built reports for Five9 Analytics; and a refreshed user interface for accessing the library of more than 140 pre-built reports on operational and resource efficiencies available via Five9 Reporting.