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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.

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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.

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Celebrating Five9 Day: A Moment of Gratitude for Our Partners

Five9 Day is our annual thank-you to the partners who make every customer win, every innovation and every milestone possible.

Kim Hill SVP, Global Sales Organization

With more than 25 years of experience leading global UC&C practices, Kim Hill drives revenue growth and sales excellence as SVP of the Global Sales Organization at Five9 — uniting direct and partner-led teams to deliver measurable outcomes for customers worldwide.

Three people collaborating around a laptop, smiling and engaged in discussion.

Five9 Day: A Thank You to the People Behind Every Conversation

On Five9 Day, a thank you to the front line, and a look at what happens when technology finally shows up in the moment agents need it most.

Andy Dignan President

Andy Dignan has spent the majority of his career in the contact center and collaboration space. From consulting, to implementing, to designing, and selling solutions, his strength lies in his ability to bridge the gap between technical and business level conversations. Whether it’s meeting with a CIO or whiteboarding with a CTO, Andy is skilled at developing solutions that create positive business outcomes. He has a deep understating of the technology landscape and is considered an industry expert in the contact center & collaboration industry.

A healthcare worker in blue scrubs smiles while using a smartphone near a window.

Why Five9 in Epic’s Toolbox Program Sets a New Standard for Healthcare CX

Epic-approved. Healthcare-ready. And built for the real world of patient connection.

In our last post, we explored how smarter, more connected technology is helping healthcare systems create better patient experiences.

Roni Jamesmeyer Senior Product Marketing Manager

Senior Product Marketing Manager

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What the Forrester TEI Study Says About the Real ROI of the Intelligent CX Platform

Discover how the Forrester TEI study shows the ROI of rethinking CX. The New CX Starts Here.

Andy Dignan President

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Unlocking the Future of Customer Experience with Five9 Genius AI and IBM watsonx

Learn how Five9 Genius AI with IBM watsonx delivers intelligent, scalable, and human-centered CX—boosting efficiency, personalization, and trust.

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.

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Why Today's Top Brands are Rewriting the Customer Journey

Consumers have more purchasing options than ever before. Where there used to be just a handful of choices, now there are hundreds—all competing for attention. But it's not just supply and demand dynamics driving this shift. Leading brands are doubling down on customer journey orchestration to stand out and build lasting loyalty.

Jenn MacIver Edwards VP of Customer Experience

The New CX: Redefining What’s Possible

See how The New CX is helping top brands transform experiences with AI + human expertise — plus, explore our bold new look that reflects the future of CX.

Niki Hall Chief Marketing Officer

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Epic-approved. Healthcare-ready. And built for the real world of patient connection.

Call 1-800-553-8159 to learn more about Five9