AI Readiness

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.

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.

Hands typing on a laptop with AI graphics in the background.

Your AI Pilot Worked. Now What?

A lot of contact centers spent the last couple of years running AI pilots. Testing an AI agent here, a summarization tool there, maybe a guidance card rollout for a handful of agents. And a lot of those isolated pilots worked well enough to get leadership buy-in and show some early ROI.

But 2026 is a different conversation.

Sarika Prasad Director, Product Marketing

Two women collaborating at a desk; one wears a headset and the other points to a laptop screen.

5 Strategic Frameworks to Boost Contact Center Agent Productivity

Customers expect fast, connected, and consistent experiences. But in many contact centers, agents still navigate disconnected systems, repetitive tasks and constant pressure to move faster.

Here’s the reality:

Kenzie Fitzpatrick Content Strategist

Smiling man in a green shirt making a payment at a cafe counter.

AI Segmentation Mastery: Unifying Data to Outperform Every Time

You’re not short on data. You’re short on clarity. Customer signals are everywhere — website visits, past interactions, transaction history — even channel preferences. But when that data lives in silos, it doesn’t guide action. It creates noise.

And that noise shows up where it matters most: missed connections, low contact rates and revenue left on the table — directly impacting contact center revenue generation.

Subramanian T Director, Product Management

Subramanian is a seasoned product leader with over 18 years of experience in the contact center and collaboration space. He has led product strategy and innovation across Agent Experience and Data Cloud products, embedding AI-driven capabilities to transform customer engagement, improve agent productivity, and deliver measurable business outcomes. With deep expertise in building scalable platforms and AI-powered solutions, he is passionate about solving complex customer problems and mentoring teams to think beyond features and focus on business impact.

Two people closely examining a tablet, with colorful lights and another person in the background.

Building a Contact Center AI Roadmap: From Strategy to ROI

Most contact center AI strategies don’t fail because of technology.

They fail because teams start in the wrong place.

Kenzie Fitzpatrick Content Strategist

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

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.

A woman with headphones focused on her work in a modern office setting.

The KPI Reality Check: Why Your Current Metrics Might Be Stalling Your AI Transformation

Hear me out: a lot of the metrics contact centers rely on today are useful, but they no longer tell the full story.

Willem Schouwstra Sr. Manager, Solution Architecture

A person pointing at a digital presentation with charts in a modern office setting.

Data, AI, and the Contact Center: Turning Insight into Real Business Growth

Customer expectations are shifting faster than many organizations can adapt. People expect brands to know who they are, understand their needs, and resolve issues without friction. At the same time, a powerful new intermediary is stepping between brands and their customers to reshape customer experience (CX): artificial intelligence (AI).