In a multi-agent world, where customer operations increasingly span human agents, AI-enabled workflows, and multiple channels, orchestrating the workforce is not just an operations problem. It's a strategic capability.
Contact center leaders are navigating that shift now. As AI agents take on more customer interactions, the challenge is no longer just staffing human teams across channels, it's planning for a workforce that spans human agents, AI agents, BPO partners, and the workflows between them. And despite the promise of automation, headcount isn't simply disappearing: Gartner found that only 20% of customer service leaders report AI-driven headcount reduction, while 55% say headcount has stayed flat. That makes workforce planning more critical, not less.
Today, we're announcing an expanded partnership with Five9: Assembled is now a Five9 Select ISV Partner, and Five9 is an authorized reseller of Assembled's workforce management platform. Built on years of integration work and joint customer momentum, this brings agentic workforce management natively into the Five9 Intelligent CX Platform, helping enterprises plan and manage the workforce behind every customer interaction.
“The contact center is moving into a multi-agent world, but most workforce management tools are still built for a much simpler one,” said Ryan Wang, Co-founder and CEO of Assembled. “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.”
Why agentic workforce management matters for enterprise contact centers
Modern contact centers span voice, chat, email, messaging, social, and increasingly AI-enabled workflows. Five9's Intelligent CX Platform is built for that complexity. Most workforce management tools aren't.
Legacy WFM tools were designed for simpler operations, with static forecasting models, manual scheduling, and single-channel planning for non-AI teams. The gap shows up fast: overstaffing burns budget, understaffing hurts service levels, and rigid models can't keep up when volume shifts or when AI handles part of the load.
Workforce management has become a strategic lever. How you staff directly determines whether your contact center can deliver the customer experience your business depends on.
As Five9 customers navigate this next era of contact center operations, they need workforce management that can keep pace. That's where agentic workforce management comes in. Five9 provides the enterprise CX platform, and Assembled helps teams plan and manage the workforce running on top of it.
What this partnership delivers
Five9 Select Partner status is Five9's highest partner tier, recognizing solutions with strong customer adoption, technical excellence, and strategic alignment.
Instead of stitching together another point solution, Five9 customers get workforce management that's natively integrated, with real-time data flowing between both platforms and a pre-built connection that requires no custom engineering. The result is a more unified operating experience, not two separate tools connected by a workaround.
“Every conversation I’m having with customers comes back to the same thing,” said George Wilson, VP of Strategic Alliances at Five9. “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.”
The partnership also simplifies the buying experience. Customers can purchase Assembled directly through Five9 with streamlined contracting and unified billing.
Built for enterprise complexity
Enterprise contact centers are managing hundreds or thousands of agents across channels, queues, time zones, and teams, while balancing service levels, labor costs, and customer expectations in environments that change by the hour. Assembled was built for exactly that complexity.
Omnichannel by design. Assembled handles both live and async channels (voice, chat, email, messaging, and social) in a single platform. Teams can forecast demand, schedule staffing, and track performance across every channel without stitching tools together.
Built for the blended workforce. Modern contact centers coordinate in-house staff, BPO partners, and AI agents, often all at once. Assembled gives operations leaders visibility across the full picture, with staffing plans that account for both human and AI capacity.
AI-powered workforce planning. Agentic workforce management means more than building schedules manually. Assembled brings AI to the core of workforce planning with forecasting that adapts to demand patterns across channels, AI-powered schedule generation that turns hours of manual work into minutes, and real-time adherence monitoring to keep staffing aligned as conditions change.
How joint customers are succeeding
DailyPay provides on-demand pay solutions that give workers real-time access to their earned wages. With Five9 powering their contact center and Assembled managing workforce operations, DailyPay has transformed how they plan and staff their support team. Since implementing Assembled, DailyPay has reduced time spent on scheduling by 65%, improved SLA performance by 7%, and unlocked over $1M in annual productivity gains, saving 9,600 agent hours per month.
MTM coordinates non-emergency medical transportation at significant scale, managing more than 2,000 agents across 100-plus skill queues. With Five9 powering its contact center and Assembled managing workforce operations, MTM's WFM team has moved from fighting system limitations to focusing on higher-value planning work.
"Previous workforce tools have struggled with our level of complexity," said Doug Kappauff, Senior Director of Workforce Management at MTM. "With over 100 skills and 2,000 agents, performance issues and slowness were constant. Assembled has reduced our schedule generation time by 50%, and our team can now focus on analytics instead of administration."
What makes the combination work is shared context. When the platform handling customer interactions and the system planning your workforce draw from the same real-time data, forecasts improve, staffing decisions happen faster, and WFM teams spend less time reconciling systems and more time optimizing coverage.
Workforce management for the Agentic CX era
The enterprises that will lead in this next era of contact center operations won't just be the ones with the best AI. They'll be the ones that can plan accurately, scale intelligently, and adapt faster than the competition, with the workforce to back it up.
Five9 provides the platform to engage customers at enterprise scale. Assembled ensures the workforce behind every interaction is just as well managed as the interactions themselves. Together, that's not a workaround. It's infrastructure.
Ready to see it in action? Request a demo today.
