# The Agentic Contact Center

> A market story about the fast-moving fight to automate customer support. Observe.AI is pushing VoiceAI agents that handle full calls, Five9 has deepened its Google Cloud partnership around Gemini, and Forethought - a pioneer of agentic support - was swallowed by Zendesk in 2026. Together they show how the contact center is shifting from human seats to software that resolves, routes and coaches.

## Achievements

- Observe.AI platform adopted by 350+ organizations with 200+ out-of-the-box integrations
- Observe.AI claims VoiceAI agents can cut contact center costs by up to 80% in some deployments
- Five9 reported AI-specific revenue up 68% year over year in 2026
- Forethought pioneered multi-agent, omnichannel AI for customer experience and won 2018 TechCrunch Battlefield
- Google Cloud's Gemini models moved from pilots to production inside Five9's platform

## Latest updates

- **2026-01** — Five9 expands its Google Cloud partnership with a joint enterprise CX AI offering built on Gemini and Vertex AI, and lists on Google Cloud Marketplace.
- **2026-03** — Zendesk completes its acquisition of Forethought, folding agentic support agents into its Resolution Platform.
- **2026-06** — Five9 launches Voice AI Agents and appoints a new AI-focused executive team; reports AI revenue up 68% year over year.

## Links

- Website: https://www.observe.ai
- LinkedIn: https://www.linkedin.com/company/observeai
- Twitter/X: https://twitter.com/observeai

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Published by YesPress — https://yespress.io
Last updated: 2026-08-07