Assembled, the all-in-one platform trusted by the world's most discerning customer support teams, today announced it has been elevated to Five9 Select ISV Partner status, the highest tier in Five9’s Independent Software Vendor program, and that Five9 is now an authorized reseller of Assembled’s workforce management platform. This expanded relationship brings Assembled’s agentic workforce management platform more deeply into the Five9 Intelligent CX Platform, helping organizations plan and manage the full workforce behind every customer interaction, including human agents, AI agents, and outsourced teams.
“As the contact center shifts to a multi-agent world, workforce management becomes a strategic capability,” said Ryan Wang, co-founder and CEO of Assembled. “Organizations need to plan across human and AI capacity in real time. With Five9, we’re helping enterprises turn that complexity into a competitive advantage.”
Through the expanded partnership, Five9 customers benefit from Assembled’s workforce management platform, built for a blended workforce of human and AI agents. With unified go-to-market efforts, closer customer success and support alignment, and continued product integration investments, shared customers can expect a more seamless and connected experience across both platforms. Organizations can plan and adjust capacity in real time using data across both systems, automate complex workflows like scheduling with AI, and manage the workforce behind every customer interaction with greater precision.
“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.”
Joint customers such as DailyPay are already seeing meaningful improvements in workforce efficiency and performance. 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 $1 million in annual productivity gains, saving 9,600 agent hours per month.
MTM, which coordinates non-emergency medical transportation and manages a contact center operation spanning more than 2,000 agents and 100-plus skill queues, is also seeing results as a joint Five9 and Assembled customer.
"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.”
Learn more about Assembled and Five9’s partnership on the Assembled blog.
About Assembled
Assembled is the modern, unified platform for managing in-house teams, BPOs, and AI agents. The company's comprehensive solution includes AI agents for chat, voice, email, and SMS; an AI copilot to assist human agents; and workforce management tools to forecast, schedule, and monitor blended workforces. Founded in 2018 by machine learning engineers from Stripe, Assembled serves hundreds of leading companies, including Stripe, Robinhood, Canva, and Intercom. The company has raised $71 million from NEA, Emergence Capital, and top angels, with more than 130 employees across San Francisco, New York, London, and remote locations. Learn more at www.assembled.com.
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