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.

Blair Pleasant on Closing the Fraud Detection Gap with Five9

Closing the Fraud Detection Gap: Key Takeaways from Five9's Webinar on Modern Fraud Communications

Learn how financial institutions close the gap between fraud detection and customer notification with Five9's automated, compliant, omnichannel outreach.

Blair Pleasant

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of ucstrategies.com, an industry resource on the growing UC arena. She provides consulting and market research analysis on voice/data convergence markets, applications, and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

Graphical representation of feedback and performance metrics with stars and health symbols.

Five9 Epic Integration: Faster, Connected Healthcare CX

See how Five9 Epic integration connects contact centers to patient records in Epic, reducing handle time and improving the patient experience.

Roni Jamesmeyer Senior Product Marketing Manager

Senior Product Marketing Manager

Graphic announcing Five9 AI Day on August 15 at 10 am PT / 1 pm ET, with decorative elements.

AI Day 2026: Your Questions About AI Agents, Answered

AI agents are changing customer service fast. Five9 VP Matt McGinnis explains what's real, how Voice AI Agents work, and what's next at AI Day 2026.

Matt McGinnis VP of Product, Industry, and Solution Marketing

Ending Status Chaos: Achieving True Unity with Five9 & Zendesk

In the pursuit of a perfect customer experience, we often focus on big, flashy innovations. But what if the single greatest source of friction in your contact center isn't a missing feature, but your core systems working in silos instead of in sync?

Paris Obrero Sr. Product Marketing Manager

Tim Richter, Senior Director, Product Marketing, Five9 and Gautam Mourya, Senior Product Manager, Five9

The Right Agent, Every Time: Routing Meets Real Performance with Five9 Agentic QM

For decades, contact centers have relied on a "set it and forget it" approach to routing. You assign agent skills, hope for the best and manually update them when you find the time. But what if your routing could adjust itself in near real-time, based not on static profiles, but on an agent's actual performance in every single interaction? 

That's not a future-state promise. It's here now. 

Tim Richter, Senior Director, Product Marketing and Gautam Mourya, Senior Product Manager

How Does Proactive Engagement Drive Customer Loyalty and Revenue?

Customer service used to be reactive by design. A customer calls with a problem, an agent fixes it and everyone moves on. That model kept the lights on for decades. It’s just not good enough anymore.

Today’s customers expect more. They want brands to know them, anticipate their needs and reach out before a problem even happens. And the contact centers that get there first are turning customer satisfaction into something far more valuable: loyalty, advocacy and revenue.

Kenzie Fitzpatrick Content Strategist

Five9 AI Agent Assist: Use Cases Within Fusion for Salesforce

In our last post, we shared Five9 Fusion for Salesforce and the choice it gives joint customers to deploy Five9 AI Agent Assist or activate Einstein for Service via Five9 TranscriptStream.

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.