Regal ties its voice AI agents into Five9’s contact center platform

Voice artificial intelligence provider Regal Voice Inc. has announced an integration with contact center software company Five9 Inc. This integration allows Regal's autonomous AI voice agents to be utilized by Five9's customers. The AI agents are now part of Five9's AI Agent Connect program, a distribution channel for third-party AI vendors.

When a Five9 call event occurs, it can trigger a follow-up action from Regal, such as sending a text message or initiating an outbound call via an AI agent. The integration allows for seamless data transfer between the two platforms. Five9 feeds call records into Regal, including details like the campaign behind each call, its duration, outcome, and the agent who handled it.

The software also scores contacts for intent, and high-intent contacts can be directly routed into Five9 outbound campaigns. Regal's co-founder and CEO, Alex Levin, targets enterprise contact centers, particularly those in regulated industries, with this integration. The AI agents are designed to integrate into existing workflows.

Since its inception in 2020, Regal has expanded its customer base to over 200 enterprises, serving industries like healthcare, insurance, and education where call center representatives often have tightly scripted guidelines. The company leverages data from more than 500 million calls to refine its software. Regal claims a 99.5% resolution rate without requiring human intervention.

The company has raised $83 million in total funding, with the latest investment being $40 million in October 2024. This integration comes as Five9 shifts its platform towards agentic software. Five9, which serves over 3,500 enterprises in more than 140 countries, operates on a cloud-based system and utilizes its in-house AI layer, Genius AI.

In its latest quarter, reported on April 30, Five9's stock rose by approximately 18%, with a notable increase in subscription revenue and a revised full-year outlook.