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.

Graphs and notifications against a blue background, conveying banking integrations with NovelVox financial themes.

The Toggle Tax: Reduce Average Handle Time in Banking

The toggle tax is the time and cost agents lose switching between systems on every call. In banking, associates lose about 58 seconds each time they move between Five9 and the core, roughly 2.4 hours per associate per shift. It is one of the most overlooked ways to reduce average handle time. A member calls about a loan payment. Your associate verifies their identity, opens the core to pull up the account, jumps to another screen to check the loan status, then circles back to log a note. And the member? They wait through every single switch.

Jess Shea Senior Partner Sales Manager

Jess Shea is a Senior Partner Sales Manager at Five9, where she leads the ISV partner ecosystem. She onboards and enables Accredited ISV Partners and manages several Select Resell ISV partners. With nearly ten years at Five9 in Partner Marketing and ISV sales, Jess helps partners navigate the Partner Program, align with sellers and bring joint solutions to market.

Five9 and Level AI logos on a dark background with colorful wave patterns.

AI That Works Alongside the People Who Run CX: Why We’re Acquiring Level AI

Five9 is acquiring Level AI, an AI-native platform that gives CX leaders time back for coaching, analysis and the interactions that need judgment.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Man in a sweater and yellow beanie smiles while checking his phone, carrying shopping bags.

Scaling Smarter: How Omaha Steaks Slashed Wait Times with Five9

See how Omaha Steaks used Five9 to cut holiday wait times 70% and rethink call center holiday staffing for peak season. Book a peak readiness review.

Julie LeWarne Director of Customer Experience

Five9 and Oracle NetSuite logos on a gradient blue background.

Is Five9 NetSuite Next Ready? United CX in Every View

Is Five9 ready for NetSuite Next? See what stays the same for agents and how to plan your move with the Five9 Adapter for Oracle NetSuite.

Paris Obrero Sr. Product Marketing Manager

Five9 recognized as a leader in the 2023 Gartner Magic Quadrant(TM) for CCaaS.

Five9 has been named a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service for the ninth time

Five9 is named a Leader in the 2026 Gartner® Magic Quadrant™ for CCaaS for the ninth time. See what sets our platform apart.

Jay Lee Chief Marketing and Growth Officer

Jay H. Lee is Chief Marketing and Growth Officer at Five9. Formerly CMO at Icertis and Avalara, he builds data-driven go-to-market engines that drive sustained growth.