Cloud

Part 1: Bridging the Gap Between Contact Center Agents and Subject Matter Experts

Cloud

This blog is Part 1 of the Five9 UC Integration blog series. Read this blogpost to see how Five9 UC Integration comes into play to bridge the gap between contact center agents and subject matter experts in real time.

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.

Reimagine Self-Service to Give Customers the Experiences They Expect

There are lots of brands out there, and customer service is among the top reasons customers choose one brand over another. In fact, 98 percent of respondents in the same Five9 CSI survey recognize this and see customer experience as crucial for their business to retain customers.

Peter Milligan Senior Product Marketing Manager

How One Company Used an AI Pilot Program to Realize Tangible Results in 3 Months

Last year when Covid struck, businesses had to move most, if not all, of their contact center agents home, and TruConnect was no different. However, they quickly realized that they had an issue moving agents home with their existing contact center solution, so they turned to Five9 for help. Read on...

Peter Milligan Senior Product Marketing Manager

[PODCAST] The Pandemic's Impact on the Marketplace in Mexico w/ Gilberto Godine‪‪z‬

Cloud

What's it like to sell technology in Mexico mid-COVID? On a recent episode of That’s Genius!, we talked with Gilberto Godinez, CEO & founder of GRUPO ITS (PCSNets Mexico).

Engaging Your Customers’ Digital Culture as a Strategy for Growth

As your customer base grows or when they adopt new messaging trends, you want to be on an agile and open cloud contact center platform that can add these channels as simply as your customers can download an app on their mobile device. Learn more:

Danny Wang Director of Product Management

There is good in this world. I am out there to find it every moment of every day being a husband, dad, runner, christian, and Director of Product Management at Five9.

5 Workforce Optimization Mistakes to Avoid

Workforce optimization (WFO) can deliver significant operational benefits to the contact center. There are some common mistakes, however, when rolling out a WFO solution that can weaken or make it difficult to obtain full benefit. Here are five of them:

Brian Spraetz Senior Product Marketing Manager

[PODCAST] AI + Cloud Migration w/ Thomas John

What do you see when you think about AI at work? Do you imagine rows of iRobots taking customer calls? Do you see deep cuts in the human workforce?

Michael Rose Senior Director, Brand and Corporate Communications

Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.

How Delivering a More Human Customer Service Experience Drives Customer Loyalty

Consistently providing exceptional customer service is hard work, but well worth it. After all, we know that it is six times more expensive to win a new customer than it is to retain an existing one. Let’s explore a few Five9 success stories that have created more loyal customers.

Scott Siders Content Strategist

As a content strategist at Five9, Scott drives content marketing and strategy

while writing and editing content to support the company’s thought

leadership and sales enablement initiatives. His 20-year career as a

marketing writer and content marketer has included positions with many

different types and sizes of businesses—from startups and large enterprises

to running a content marketing and copywriting company.

[WEBINAR] What to Expect In our Annual Fireside Chat Webinar with Rowan Trollope and Sheila McGee-Smith

On Dec. 8th at 11 AM PST, we will host our annual live fireside chat with Rowan Trollope and Sheila McGee-Smith. Our industry experts will look ahead to 2021 and reveal 5 major contact center predictions that will help your enterprise thrive in the new year.

Nicole Friedrich Marketing Specialist

Nicole Friedrich is a Marketing Specialist on the Demand Generation & Campaigns team at Five9. Prior to joining Five9, Nicole worked for various private companies and government agencies. Nicole graduated from Chapman University with a Master's in International Business Administration in 2017.

7 Experiences Your Customers Value Most When They Need Assistance

It’s no secret that customers have high expectations when it comes to customer service. If you don’t meet those expectations, many will simply take their business elsewhere. With so much at stake, providing great customer service is paramount.