AI & Automation

Customer resolution contact card leading to improved ACW, AHT and CSAT metrics

How to Be a Customer-First Contact Center

For decades, the call center has been the backbone of customer service. Largely dominated by countless cubicles of agents on phones answering inquiries, times have slowly changed. With AI redefining what’s possible, contact centers must move fast, think bigger and put the customer at the center of every transformation.

Kenzie Fitzpatrick Content Strategist

The Benefits of Personalized Customer Service

Most customers can tell within seconds whether a company knows who they are. Not because the agent says their name, but because they don’t have to repeat themselves, the context from their last interaction carried over, and the response they get actually fits their situation. That experience isn’t guaranteed. But increasingly, it’s the thing that determines whether a customer stays one or not.

Kenzie Fitzpatrick Content Strategist

Voice AI Agents with composite images and charts

The Missing Data Layer for Agentic AI — and Why It Comes from Humans

Every executive on earth is asking the same question right now: how do we deploy AI agents? Very few are asking the question that actually determines the answer: where will the training data come from? 

Jonathan Rosenberg

Jonathan has dedicated his career to transforming the telecommunications industry, and before Five9, he was CTO for the Collaboration Technology Group (CTG) at Cisco. Jonathan is also well known for his authorship of the SIP protocol, which is the foundation for modern IP-based telecommunications. Prior to Cisco, Rosenberg was the Chief Technology Strategist at Skype, where he guided the company’s technology strategy.

Upgrade with Confidence: Five9 Is Certified for the ServiceNow Australia Release

Delivering exceptional customer experiences (CX) isn’t just about having the right tools; it’s about ensuring those tools work together seamlessly. Agents need a unified, intelligent workspace that empowers them to resolve issues quickly, efficiently and empathetically. That’s why Five9 and ServiceNow have built this partnership around a shared commitment of removing operational friction and bridging the gap between your contact center and your core system of record.

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.

How to Create High-Quality Scorecards for Your Contact Center

Learn how to build a contact center scorecard in 5 steps. Includes scorecard templates, metrics examples and best practices for monitoring agent performance.

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.

A patient meeting with a doctor on a blue background with iconography.

What Your Patient Access Center's Scheduling Workflow Is Actually Costing You

A patient needs to see a cardiologist. Her physician sent the referral two weeks ago. She’s called the patient access center three times. Each time, she’s waited more than four minutes on hold. Each time, she’s repeated the same information she gave on the call before.

She still hasn't booked the appointment.

Paresh Joshi Senior Product Management Director

Paresh is a visionary product leader with 20+ years of experience building and scaling enterprise-grade technology products. He loves working closely with customers and cross-functional teams. He has built multiple products ground up driving million dollar revenue streams. At Five9 he owns a multi-product portfolio including industry vertical and platform product strategy driving Al-infused customer journeys.

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

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