Decagon and Five9 integrate to bring AI concierge to enterprise contact centers

Our vision for the future of CX is a 24/7 AI concierge that gives every customer the treatment they deserve, and Decagon Partnerships delivers on this vision by meeting enterprises where they already are by building the ecosystem to support them.

Enter the contact center. It's the front door to most businesses and ostensibly the highest-stakes channel in CX. It’s also a category Five9 has helped define as a leader for more than two decades, and continues to lead in the agentic AI era.

That's why we're excited to announce that Decagon has integrated and accredited its leading agentic AI solution to Five9, and is now available on the Five9 CX Marketplace. Joint customers including Wealthsimple, Chime, and Oura are already running on Decagon and Five9 together.

"Decagon and Five9 share a vision for what modern customer experience should feel like, and our customers shouldn't have to choose between best-in-class CCaaS infrastructure and best-in-class agentic AI. Integrating to Five9 means enterprises can bring concierge-level experiences to every voice interaction, on top of the Five9 platform they already trust."
– Kelsey Garvey, Director of Partnerships, Decagon

"Five9 provides our customers with an open ecosystem of best-in-class agentic AI integrations. Decagon's AI concierge platform is a powerful addition to that ecosystem, helping joint customers automate complex, multi-step customer journeys across voice while leveraging the Five9 infrastructure they already rely on."
— Jess Shea, Senior Partner Manager, Five9

Decagon is now an accredited solution with Five9‍

Decagon and Five9 deliver a powerful combination of contact center infrastructure and agentic AI automation. Five9 serves as the engagement and routing fabric by handling omnichannel interactions, intelligent routing, and workforce optimization, while Decagon acts as the agentic brain, powering autonomous AI agents and advanced workflows across the same Five9-managed traffic.

The result is higher containment and end-to-end automation of complex, multi-step interactions like refunds, account updates, and policy-driven workflows. When human intervention is required, Decagon passes rich context (transcripts, customer data, and intent signals) directly to Five9 agents, enabling informed handoffs to human agents allowing for improved resolution times and a concierge customer experience.

Crucially, this all happens without replacing the CCaaS or CRM systems enterprises already rely on. Decagon is purpose-built to layer onto existing infrastructure, and the joint solution supports both PSTN and SIP integrations, including pre-built SIP trunking that simplifies deployment and reduces telephony overhead.

Decagon x Five9: Faster time to value, unparalleled transparency and control, and concierge CX at scale

Decagon's accredited SIP integration with Five9 means enterprises can deploy production-ready AI concierge agents directly on top of their existing Five9 environment with no rip-and-replace, no custom infrastructure, and a clean handoff to Five9 human agents when escalation is needed.

The result is concierge voice experiences that are faster to launch and easier to trust:

• Faster time to value: Deploy production-ready AI voice agents in weeks using natural language with Agent Operating Procedures (AOPs), directly on the Five9 channels and routing customers already use.
• Unparalleled transparency and control: Strict guardrails, full reasoning traceability, and seamless escalation to Five9 human agents let teams scale automation confidently while retaining complete control.
• Concierge customer experiences at scale: Transform reactive support into a growth engine with personalized, proactive engagement across voice, chat, email, SMS, and more — orchestrated end-to-end across the systems enterprises already use.

Explore Decagon on the Five9 CX Marketplace

Building the AI concierge ecosystem‍

Our work with Five9 is the latest example of the ecosystem we're building. More broadly, Decagon Partnerships brings together technology, alliance, and sales and services partners as part of an ecosystem that’s helping make concierge-level customer experience accessible to every company.

To support this community, we offer Partner Essentials through Decagon University, a training program to help partners build, deploy, and scale Decagon's AI concierge solutions.

If you're building toward the future of AI-powered customer experience, reach out to your sales representative or contact partnerships@decagon.ai.

Let's build the future of AI concierge together.