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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.

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 person holding a smartphone with a gray case, focused on the screen.

On the Front Line: How a Conversational AI Platform Changes The Job

How a conversational AI platform takes the pressure off agents and raises the quality of every customer interaction.

Alicia Smith Director, Content Strategy

A man in a blue shirt and brown pants walks beside a translucent robotic figure in a minimalist hallway.

The Agentic Future: When Quality Management Becomes Your Strategic Growth Engine

Turn your contact center into a strategic lever for business success by revolutionizing its quality management systems with agentic AI.

Abhijit Salvi VP, Product Management

With deep experience building AI-powered platforms at DocuSign, Observe.AI, and now Five9, Abhijit Salvi transforms complex technology into simple, powerful solutions that elevate how businesses connect with their customers.

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