Five9 Webinars

AI & Self-Service Technology: The Magic Ingredients for Today's New Landscape

The pandemic has acted as a catalyst for companies worldwide to move quickly into AI enabled technologies to help with the influx of traffic in the contact center. From simple FAQs to more advanced AI powered IVAs, companies are finding that providing quick answers that are easy to access is perfect for many customer requests.

On August 12th at 10 AM PT, join us in a live executive webinar to learn how Five9 and Inference Solutions are working together to help companies digitally transform their operations and navigate the variable increase in traffic due to our changing times.

In this webinar, you will learn how to:

    • Leverage AI technologies to enable customer self-service

    • Improve CSAT and NPS with faster, more effective service

    • Provide a more human experience with an AI powered virtual assistant

According to a study conducted by the Disaster Recovery Preparedness Council, 73% of businesses do not have a Business Continuity Plan in place. Business continuity ensures that critical business systems are always operational, however, the current crisis has left little time to plan. Even top the teams weren’t ready for this disruption and it’s imperative your contact center stays up and running regardless of its physical location. In an on-demand webinar, join Malcom Palin, Area Director of Professional Services at Five9 and Ellen Willmott, President and COO at Work Connect Project, to learn how the Five9 team rapidly assisted them in implementing their Contact Center, getting it up and running in 48 hours.
Wednesday, August 12th 10:00 am PST

How RoundPoint Mortgage Adapted Their Omnichannel Strategy During COVID-19

COVID-19 has rapidly changed how consumers interact with businesses causing customer service professionals worldwide to quickly adapt to this new reality.

With Five9 Digital Engagement, RountPoint Mortgage, one of the nation’s largest non-bank mortgage servicing companies, was able to seamlessly adjust their contact center strategy to address these new changes in consumer behavior.

Join our customer spotlight webinar to learn how RoundPoint Mortgage modified their omnichannel strategy to meet new customer expectations and empowered their new work-from-home (WFH) agent workforce to service every customer online with care.

In this customer webinar, you will learn how RoundPoint:

    • Navigated high contact center volume during a crisis.

    • Improved first call resolution with a digital-first omnichannel solution.

    • Utilized a visual IVR to adapt to new customer behaviors.

    • Shifted to WFH environment with a cloud contact center.

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention. On February 6th at 10 AM PST, join our experts as they reveal 3 proven ways to master the customer journey to deliver seamless customer experiences. This webinar will cover: • How to be where your customers are • How to improve agent performance • How AI humanizes the customer service experience
Wednesday, August 26th 10:00 am PST

On-Demand Webinars

Reinventing the WFH Environment: Optimizing the Supervisor & Agent Experience

Join our sponsored webinar featuring Robin Gareiss, President & Founder of Nemertes Research, to discover the largest challenges that remote agents and supervisors have encountered in working from home, and how to address these.


Protect Your Customers’ Data From Anywhere

Join Dave DeWalt, CEO of NightDragon Security and Rowan Trollope, CEO of Five9 to learn about the state of cybersecurity and the remote workforce.


HBR Webinar: How to Use Customer Data to Actually Help Customers

Join our sponsored HBR webinar featuring John Hagel III, founder & chairman of the Deloitte Center for the Edge to discover how to use data to truly benefit your customers.