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.

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The Agentic Future: When Quality Management Becomes Your Strategic Growth Engine

Turn your contact center into a strategic lever for business success by revolutionizing its quality management systems with agentic AI.

Abhijit Salvi VP, Product Management

With deep experience building AI-powered platforms at DocuSign, Observe.AI, and now Five9, Abhijit Salvi transforms complex technology into simple, powerful solutions that elevate how businesses connect with their customers.

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Why I’m Returning to the Five9 CX Summit: Insights from a CX Leader

There’s a reason I’ll be back at the Five9 CX Summit this year — and if you’re on the fence about attending, let me tell you what keeps me coming back.

Eric Schanno Principal Systems Engineer, Northwestern Mutual

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Experience the New CX: What Leaders Will Find at CX Summit 2025

At Five9 CX Summit 2025, we’re thrilled to welcome Will Guidara, bestselling author of Unreasonable Hospitality and the restaurateur who redefined what extraordinary service feels like. As the former co-owner of Eleven Madison Park, Will transformed fine dining into a masterclass in human connection.

Jenn MacIver Edwards VP of CX

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Meet the Innovators Powering the New CX

Transform contact center performance with real-time QM analytics, GenAI reporting, and full interaction insights—not just after, but during every call.

Kim Hill VP of Channel Sales

With more than 25 years of experience leading global UC&C practices, Kim Hill drives partner growth and channel excellence as Senior Vice President of Partner Sales at Five9 — empowering a thriving ecosystem through strategy, collaboration, and customer success.

Hands typing on a laptop with GenAI graphics overlay.

The Generative AI Breakthrough: From Reactive Monitoring to Proactive Intelligence

Generative AI is changing everything, even your contact center’s approach to quality management analytics.

Abhijit Salvi VP, Product Management

Forget Add-On AI. Welcome to the AI-Native Contact Center

AI & Automation

AI is no longer a feature. It’s the foundation. The modern contact center doesn’t just use AI, it runs on it. Built-in AI capabilities mean real-time insights to inform, faster resolutions, fewer escalations, and service that feel personal at any scale.

Steve Blood Vice President, Marketing

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Certified on ServiceNow Zurich: Five9 Integration Ready for What’s Next

We’re proud to announce that the Five9 Intelligent CX Platform is now officially certified on the ServiceNow Zurich release. This certification reaffirms our commitment to providing a reliable, forward-ready contact center integration—so customers can upgrade with confidence and continue delivering connected, intelligent service experiences.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.