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 KPI Reality Check: Why Your Current Metrics Might Be Stalling Your AI Transformation

Hear me out: a lot of the metrics contact centers rely on today are useful, but they no longer tell the full story.

Willem Schouwstra Sr. Manager, Solution Architecture

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Implementing Contact Center Automation With AI

AI is at the forefront of nearly every CX conversation today. For contact center leaders, the challenge isn’t whether to adopt AI; it’s deciding what to do next — and where AI will actually make an impact.

Sarika Prasad Director, Product Marketing

A person pointing at a digital presentation with charts in a modern office setting.

Data, AI, and the Contact Center: Turning Insight into Real Business Growth

Customer expectations are shifting faster than many organizations can adapt. People expect brands to know who they are, understand their needs, and resolve issues without friction. At the same time, a powerful new intermediary is stepping between brands and their customers to reshape customer experience (CX): artificial intelligence (AI).

Kenzie Fitzpatrick Content Strategist

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Understanding AI-as-a-Service (AIaaS) for Contact Centers: What It Means for Contact Centers

Learn what AIaaS is, the key types of AI services available, and how CX leaders can benefit from deploying it in their contact centers.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

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Beyond the Buzzwords: A Data-Driven Framework for Contact Center AI Roadmaps

AI is everywhere.

Every vendor promises transformation. Every demo looks impressive. And yet, when it’s time to secure budget or prioritize initiatives, clarity often disappears.

I see this tension every day.

Contact center leaders know AI can drive efficiency, improve customer satisfaction and support agents. They know it can move the needle on customer experience. But how do you decide what to implement first? How do you prove the ROI? And how do you build a roadmap that resonates beyond your team — especially with the C-suite?

Adam Saad CTO and Founder, Tech Stack Advising

Adam Saad is the CTO and Founder at Tech Stack Advising. Tech Stack's mission is to help businesses generate better outcomes from contact center technology and maximize their investments.

A robotic hand interacts with a glowing touchscreen interface in a dark, futuristic setting. Machine to machine interactions

We Built CX for Humans. Machine Customers Will Change Everything.

For decades, customer experience (CX) has been designed around one core assumption: the customer is human. Queues, scripts, SLAs, escalation paths, and channel strategies were built to match human expectations, judgment, and tolerance for friction. That model still matters. But it will no longer be sufficient.

Steve Blood Vice President, Marketing

A man speaks into a smartphone with a holographic robot icon projected above it.

Why True Contact Center Transformation Starts with People, Not Promises

In a recent The Power of More fireside chat with Amplix and Five9, Steve Blood, VP of Marketing at Five9, sat down with Adam Rennert, President at Amplix, to cut through the noise. Together, they explored what’s actually working in AI today — and what contact center leaders need to do differently to see meaningful returns.