AI & Automation

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

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.

Your AI, Your Choice: Five9 Fusion for Salesforce

The contact center AI landscape is evolving fast and so are the expectations of the enterprises navigating it. As AI becomes central to how service organizations operate, one question keeps coming up: who decides which AI powers your agents? For too long, the answer has been dictated by the platforms themselves. Organizations running Five9 with Salesforce deserve better.

Julian Tiongson Manager, Product Marketing

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

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.

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