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.

Agent with illustrations showing agent assist and AI summary to reduce agents switching tools

The Hidden Cost of System-Switching: How Frontline Friction Quietly Erodes CX

System-switching in contact centers quietly drives up effort, increases handle time, and hurts CX by forcing agents to navigate fragmented tools instead of helping customers.

Alicia Smith Director, Content Strategy

Alicia Smith is a content strategist with 20+ years of B2B technology marketing experience, specializing in AI, customer experience, messaging strategy, and thought leadership that helps organizations communicate innovation with clarity.

Agent being assisted by AI to deliver better customer experience

5 Reasons Why Human-AI Collaboration is Your New Competitive CX Advantage

Learn how human-AI collaboration with Five9 Agent Assist improves CSAT, reduces handle time, and empowers contact center agents to deliver better CX.

Alyson Ginesta Sr. Product Marketing Manager

As Sr. Product Marketing Manager at Five9, Alyson focuses on the intersection of agentic AI and agent empowerment in CX. With prior experience at Microsoft helping organizations leverage AI for competitive growth, she champions a future where technology amplifies the humans behind every customer interaction.

Five9 Voice AI Agents text over a visualization of human and ai interactions

You Can’t Script the Way People Actually Talk

A smarter model on a predict-everything architecture is still a predict-everything architecture. Why voice AI requires a new foundation.

Vivek Sinha VP, Product Management

As VP, Product Management at Five9 Vivek leads the strategic pivot to Agentic AI for the intelligent contact center. A seasoned product leader with prior roles driving AI and automation initiatives at Google, Adobe and Marketo.

Man with glasses in a plaid shirt wearing a headset on a phone call.

The Future of Quality Management: Enhancing Call Recording with Speech Analytics

Call quality management in CX has long been a game of random sampling and hoping that the 3-5% of calls captured accurately represent your center's total audience. Historically, however, leaving the overwhelming majority of calls unanalyzed meant their potential insights were simply lost forever.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

Man in white patterned shirt with blue sweater wearing a headset and gesturing at desktop computer.

What Is Data Analytics in CX? Leveraging Predictive Analytics for Fair Agent Utilization

Even before AI took the tech world (and, really, the world at large) by storm, businesses ran on data. Now that we’re several decades into The Information Age, and with AI hungrily consuming every piece of information we give it, the importance of data in business — and the data analytics that stems from it — has never been higher.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

Man with brown hair and glasses smiling while looking at a tablet.

Trust First, Automate Second: Key Takeaways on Scaling AI in Customer Experience

Speed and cost savings. That’s usually where the AI conversation starts, and, too often, where it ends.

Kenzie Fitzpatrick Content Strategist

Man with headset wearing orange shirt typing notes on a computer.

The Agent Replacement Myth Is Hiding the Real Problem

Every few months, the same headline makes the rounds again. AI is coming for contact center agents. Fewer seats. Fewer people. Lower costs. It’s a clean story. Easy to understand. And it’s wrong, or at least incomplete in the way that actually matters.

Ken Drazin Director, Digital Experience and Professional Services, CDW

Ken is a Director within CDW’s Digital Experience and Professional Services organization, helping clients translate their collaboration, CX, and productivity investments into meaningful business outcomes. He specializes in the intersection of AI, employee experience, and workflow design with a focus on adoption, operational alignment, and measurable impact.