Open for Five9

Five9 remains the contact center. Campaigns, agents, IVR scripts, skills, and the VCC Admin console all stay where they are. Open joins as a SIP destination — practically that means an external transfer step in an IVR script or a skill that routes to Open. The calls you opt-in to AI flow through Open; everything else keeps working in Five9 untouched.

For inbound, the cleanest pattern is an IVR script that transfers selected calls to the Open SIP URI — for example after a self-service path, after-hours, an overflow condition, or a specific intent classification. Five9 is still the controlling side; Open is just the destination on that branch.

For outbound, Open opens a SIP session against a Five9-supplied SIP termination URI using digest credentials. Outbound campaigns can be run from Open while still presenting Five9-managed caller IDs and showing in Five9 CDRs.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, Zendesk, ServiceNow, Five9 ConnectAPI for contact lookups), and acts. When the AI needs a human, it warm-transfers back to a Five9 skill via SIP REFER with the live transcript and detected intent attached.

Billing stays predictable. Five9 keeps invoicing your VCC seats and any Five9-supplied carrier minutes. Open charges per resolved conversation, with no markup on Five9 minutes and no extra Five9 seats needed for an AI front-line.