Inspect, Adjust, Excel: How Top Brands Use CX Analytics for Transformation

What separates organizations who consistently exceed their customer experience goals from those that struggle? After meeting with many Five9 customers over the last year, I’ve noticed a powerful pattern among top performers. First, they constantly inspect their business. Second, they continually adjust their operations—and these adjustments are usually a combination of new technology solutions and operational processes. 

Real stories, real transformation

A retailer I met with was spending an exhausting three days creating an effective workforce management schedule using their legacy solution. Luckily, their rigorous inspection process identified the bottleneck: a rigid legacy system that limited flexibility. As a result, they weren't tapping into the full potential of their new cloud-based Workforce Management (WFM) product. After implementing a more flexible solution and empowering their staff with improved processes, they not only optimized the output of their cloud WFM—they reduced that three-day turnaround to just 75 minutes. 

A large health insurance provider I spoke with also analyzed their contact center metrics and discovered, through their Automated Quality Management (AQM) solution, that agents spent the first 30-45 seconds of every conversation authenticating members. By automating their authentication process, they instantly shaved 30 seconds off average handle times—getting members the help they needed, sooner. 

Similarly, a healthcare provider used advanced CX analytics through AQM to reveal a lack of empathy in agent interactions when scheduling appointments for patients with difficult diagnoses. By implementing targeted agent training, they fostered more compassionate patient experiences—driving a nearly 40% improvement in retention rates. 

Turning CX analytics into action: the 4-step process 

Inspection and adjustment are at the heart of our 4-step Genius AI process. The listening and analyzing phases act as precise inspection tools, while the tailoring and applying phases transform insights into meaningful adjustments—ensuring continuous improvement.

As organizations develop their CX capabilities, having the right CX reporting tools to quickly uncover insights becomes increasingly essential. That’s why, at Enterprise Connect 2025, we’re introducing enhanced reporting and analytics solutions that help businesses listen, adapt, and elevate their customer experience. 

New tools to accelerate your CX journey 

As part of our ongoing mission to equip businesses with the tools they need to assess and refine their technology strategies, we at Five9 have been busy honing our enhanced reporting and analytics solutions. Our goal: to make inspecting your business easier and faster—ultimately accelerating your time to insights and driving better CX outcomes. 

Aceyus Dashboards  

We’re introducing four new persona-based dashboards as part of Aceyus Vue that provide real-time operational visibility through advanced contact center metrics. Aceyus has long been a solution for our larger enterprise customers who need to aggregate and normalize data from multiple sources into a single, actionable report. Now, Aceyus is geared for both large and small businesses looking for better real-time visibility to their operations. Aceyus Dashboards are configurable, allowing you to filter for specific agent groups, skills, and timeframes. Developed based on direct customer feedback, these solutions embody Five9 best practices. And if you need custom metrics or widgets, Five9 is ready to collaborate and tailor them to your specific needs.

Five9 Analytics 

For customers who prefer to create custom reports and KPIs, we're enhancing our existing Five9 Analytics product with pre-built report templates to help you get started faster with CX analytics. With these pre-built templates, you don’t have to build reports from scratch. Like the Aceyus Dashboards, these templates were built based on customer feedback, ensuring best-practice report design. Plus, we’ve introduced Agent State as a new data field, giving you deeper analytical insights. 

Your path forward 

These contact center analytics enhancements make it faster and easier for you to do the inspection needed before investing in new technologies or process improvements. They’re designed to help you answer critical questions: Where are your customers experiencing friction? What’s preventing your agents from delivering their best work? How can you create more meaningful connections across every interaction? 

We’re excited to hear your success stories soon—stories of how you’re using inspection and adjustment to exceed your CX goals. 
 
 
Want to learn more? Download our Aceyus Dashboards data sheet to see how these new contact center analytics tools can accelerate your journey to exceptional customer experiences.