Regal And Five9 Connect Voice AI Handoffs With Contact Center Context

Regal's voice AI agents are moving into Five9's CX Marketplace, No Jitter reported, giving contact-center teams a tighter way to pass calls between automation and human agents without making customers repeat the same information.

The change turns what had been a SIP-based transfer path into an integration that can reach Five9's internal API endpoints.

Regal CEO and co-founder Alex Levin said customers expect agent availability, warm transfers, screen pops and information from the AI side to carry into the Five9 environment instead of stopping at a basic call handoff.

That workflow is the practical point of the integration.

A voice AI agent can handle part of a customer interaction, return the call to a human agent when needed and send context into the same system that manages routing and the broader customer experience.

The feature addresses a common service problem: callers do not want to restate what they already told an automated system.

Regal's platform will be available from Five9's marketplace so customers can select and activate it as a marketplace item.

Levin said the app-store model makes activation easier than earlier custom integration work, even when some information could previously be moved through SIP X-headers.

The agreement also puts Regal alongside Five9's own voice AI agents, which launched in July.

Those agents are designed to reason, act, resolve customer requests and hand off to humans when needed, while Regal is positioning itself around more complex voice-agent use cases and roughly six years in the market.

For enterprise communications buyers, the integration shifts the evaluation from whether AI can answer a call to whether it can stay connected to the routing, availability and desktop context that human agents use.

The confirmed deployment path is Five9's marketplace, where the partner option becomes available to customers already operating inside that CX platform.