March 26, 2026
Aspect Software and Five9 Tie Up to Bring Real-Time Workforce Intelligence to Cloud Contact Centres
Aspect Software, a provider of intelligent workforce management and workforce engagement solutions, has partnered with Five9 to help contact centres automatically adjust agent schedules when customer demand changes
The agreement puts Aspect’s AI-driven scheduling and forecasting capabilities directly inside Five9’s cloud contact centre environment, connecting interaction data to workforce decisions in a way that previously required significant manual effort.
Aspect Software specialises in workforce management, the discipline of forecasting how many agents a contact centre will need, building schedules to match, and then adjusting both in real time as conditions change throughout the day. Its Aspect Intelligence platform is built to ingest operational data and translate it into staffing decisions, covering everything from long-range headcount planning to intraday schedule adjustments triggered by live queue conditions.
Under the partnership, Aspect Intelligence ingests both historical interaction data and real-time agent state from Five9 directly into Aspect’s workforce management platform. The data flow enables two things that have historically been difficult to do well in contact centres: more accurate demand forecasting, and automated intraday adjustments that respond to what is actually happening in the queue rather than what was predicted hours earlier.
As a result, Five9 customers gain visibility into demand patterns derived from their own interaction history, and can act on that visibility through scheduling changes that Aspect Intelligence generates and recommends without requiring planners to manually reconcile multiple data sources.
The Operational Case
Customer demand fluctuates across channels and throughout the day, agents call out, and handle times shift depending on issue complexity. Getting it wrong in either direction is costly: too few agents and service levels collapse; too many and labour costs run well above what the business can justify.
What the Aspect-Five9 integration targets is the lag between those fluctuations and the staffing response. Conventional workforce management approaches rely on forecasts built in advance and schedules that are difficult to change once the day starts. By pulling Five9’s real-time agent state data directly into Aspect Intelligence, the partnership shortens the time between a demand signal and a scheduling action, turning what would otherwise be a reactive correction into something closer to continuous optimisation.
Anna DeGraftenreed, Aspect’s VP of Partner Ecosystem, said: “Today’s contact centres 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 optimisation powered by Aspect Intelligence. By formalising our partnership, we’re making it easier for more organisations to deploy this integration and operate more efficiently while delivering better customer experiences.”
Aspect’s platform includes tools for productivity tracking and workforce visibility, which means the data flowing in from Five9 informs not just headcount decisions but also how effectively individual agents and teams are operating.
Go-to-Market and Target Customers
The partnership includes joint enablement, co-sell alignment, and coordinated go-to-market activity, meaning the two companies are actively working to bring the combined solution to enterprise and mid-market organisations, particularly those moving off legacy on-premises infrastructure and looking to demonstrate measurable return on cloud investment.
Five9 customers are already able to run Aspect’s forecasting, scheduling, and optimisation capabilities against their Five9 interaction data today, according to both companies.
