Five9 Blog

Gain new perspectives on AI, CX, and cloud technology here on our blog. With new contact center blogs and best practices, Five9 continually offers industry guides and tools for customer experience to provide new insights to your customer service team.

A person using a smartphone while viewing data on a laptop screen at home.

What’s Up with WhatsApp

Inside the Five9 Webinar on Messaging-First CX with Meta

Customers don’t want more messages from brands. They want better ones.

Alicia Smith Director, Content Strategy

Healthcare professional in a white coat engaging in telemedicine at home.

15 Essential Contact Center Metrics and KPIs to Measure in Healthcare

Explore vital healthcare metrics, best practices, and solutions for superior contact center efficiency. Elevate patient care with Five9's solutions.

Roni Jamesmeyer Senior Product Marketing Manager

Senior Product Marketing Manager

A woman in a light blue blazer looks at her phone, illuminated by city lights at night.

Hype or Reality? 5 Predictions Defining the Future of AI and CX in EMEA

For Customer Experience (CX) leaders, each new year brings fresh perspectives (and retrospectives) for the state of the industry. But as leaders take stock of the current state and prepare for the next year, they must be conscious of the regional trends affecting their customers, as well as global ones.

Sam Counterman SVP of Growth Marketing

Two people sit in modern chairs, engaged in conversation, with a colorful backdrop of autumn trees.

CX in 2026: Looking Back on 2025 and Envisioning What’s Next

As the new year rolls around, many look upon it with curiosity. What will a new year bring? What innovations and advancements will we see? Of course, few could have predicted that, just a few years ago, generative AI would take the world by storm and bring us to where we are today.

Andy Dignan President

Andy Dignan has spent the majority of his career in the contact center and collaboration space. From consulting, to implementing, to designing, and selling solutions, his strength lies in his ability to bridge the gap between technical and business level conversations. Whether it’s meeting with a CIO or whiteboarding with a CTO, Andy is skilled at developing solutions that create positive business outcomes. He has a deep understating of the technology landscape and is considered an industry expert in the contact center & collaboration industry.

Five9 Named a Leader in IDC MarketScape for European CCaaS

IDC has released its first-ever IDC MarketScape: European Contact Centre as a Service (CCaaS) 2025 Vendor Assessment and I am incredibly proud to share that Five9 has been recognised as a Leader.

Sam Counterman SVP of Growth Marketing

Five9 Celebrates CRN 2025 Products of the Year Awards

AI & Automation

I'm thrilled to share that Five9 has been recognized in CRN's 2025 Products of the Year Awards. Our Agentic CX platform took home the Overall Category Winner in Unified Communications and Collaboration, along with winning both subcategory awards for Technology and Revenue and Profit. This recognition represents a pivotal moment for Five9 and validates our bold commitment to leading the agentic AI revolution in customer experience.

Matt McGinnis VP of Product, Industry, and Solution Marketing

Smiling woman with headphones working on a laptop in a bright, modern office.

Boost Call Quality with Five9’s Support for Microsoft Multimedia Redirection

Better voice. Wherever you work.

Now available: Five9 MMR Support across Microsoft Azure Virtual Desktop and Windows 365.

Customers don’t care if your agents are working from a corporate office, a living room, or a virtual desktop. They just want to feel heard—and they expect every conversation to be clear, responsive, and human.

Taegh Sokhey Senior Product Manager