The Brief: At Enterprise Connect 2025, Five9 introduced Spotlight for Five9 AI Insights, an expansion of its Intelligent CX Platform aimed at delivering more actionable insights through AI-powered analytics. This new tool enables organizations to mine customer interaction data using user-defined metrics, providing operational intelligence tailored for departments such as sales, marketing, and product development. In addition to Spotlight, Five9 also enhanced its reporting and analytics suite, which now includes persona-based dashboards, refreshed reporting tools, and a broader library of pre-built reports. These updates support businesses looking to streamline manual data processes, surface contextual insights quickly, and improve operational decisions.
Analyst Perspective: The introduction of Spotlight for Five9 AI Insights highlights a shift toward AI-customized reporting. Instead of relying solely on static metrics, businesses can now define their own operational indicators using natural language prompts. This flexibility is particularly valuable for teams needing specialized insights—such as discounting patterns, retention signals, or agent comprehension. These capabilities streamline reporting cycles and reduce reliance on manual development timelines. Customers can test and deploy new metrics faster, without the need for resource-heavy customization, enhancing their ability to adapt to evolving business goals.
With Spotlight for Five9 AI Insights, businesses gain the ability to generate and apply real-time metrics pulled from customer interactions. Built on the Five9 Genius AI framework, this new capability supports user-defined metric creation using simple prompts. These metrics allow organizations to surface critical insights on areas such as upsell performance, customer retention likelihood, and agent training effectiveness—elements traditionally difficult to track. By reducing the need for extensive custom builds, this tool shortens deployment time and removes much of the manual labor often associated with analytics configuration. It’s especially beneficial to organizations looking to make data-driven decisions across departments, including sales, product, and customer success.
Five9 has expanded its reporting suite with features that address the complex needs of enterprise-scale contact centers. The updated Five9 Aceyus VUE now includes persona-based dashboards, aimed at simplifying access to key performance indicators for users managing 100 agents or more. These dashboards are tailored for specific roles, making it easier for users to interpret data relevant to their function. Five9 Reporting also received a refreshed user interface and offers more than 140 pre-built reports. These enhancements make it easier to locate and understand operational metrics without requiring advanced reporting knowledge, supporting consistent performance management.
Five9 continues to address different user profiles with its three-tiered analytics strategy. The Five9 Analytics tool provides do-it-yourself users with new pre-built reports, eliminating the need to build reports from scratch. Meanwhile, Five9 Reporting targets teams that require standard performance metrics with quick access. These options allow businesses to select reporting tools based on team capabilities and data needs. Together with Spotlight, this suite supports a diverse range of operational strategies. Whether an organization prefers out-of-the-box reporting or fully customizable insights, these tools provide flexibility while maintaining alignment with broader customer experience goals.
The introduction of Spotlight for Five9 AI Insights, along with enhancements across its analytics suite, adds valuable depth to Five9’s Intelligent CX Platform. Designed for scalability and ease of use, these tools help enterprises move beyond static KPIs by surfacing tailored insights from real-time interaction data. The suite is ideal for large contact centers, sales teams, and customer experience departments seeking faster, more relevant metrics. Challenges such as user onboarding and prompt accuracy may arise as businesses begin adopting this flexible approach. However, with accessible dashboards, prompt-based metric creation, and pre-built templates, Five9 offers a roadmap to address these friction points while encouraging broader adoption of AI-enhanced reporting practices.
Spotlight for Five9 AI Insights reshapes customer experience strategies by enabling teams to define and track metrics directly linked to real customer conversations. Instead of relying on static dashboards or general KPIs, users can surface insights tailored to their organization’s goals—such as identifying retention trends, tracking upsell success, or monitoring agent performance. This level of customization allows departments like marketing, sales, and support to make faster, data-informed decisions. Through simplifying the process of generating and testing new metrics, the technology removes traditional barriers to real-time insight and fosters a more adaptive, customer-centric approach.