Contact Center Management

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Consumers Aren't Rejecting AI in Customer Service. They're Asking Us to Earn It.

Consumers aren’t rejecting AI in customer service, they want it earned. Our research shows how trust, transparency and clean handoffs get you there.

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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AI Was Supposed to Shrink the Contact Center. Muse Just Showed Why It Won't.

Meta's Muse shows AI adds contact volume and still needs people. Get 3 steps to plan for volume, design AI handoffs, and update your CX metrics.

Jay Lee Chief Marketing and Growth Officer

Jay H. Lee is Chief Marketing and Growth Officer at Five9. Formerly CMO at Icertis and Avalara, he builds data-driven go-to-market engines that drive sustained growth.

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Five9 Brings Enterprise-Grade Voice AI Agents to Europe with Built-In Trust and Governance

Five9 Voice AI Agents launch in Europe with built-in trust and governance, so agentic AI can be trusted at scale.

Sarika Prasad Director, Product Marketing

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Customer Experience Research 101: A Comprehensive Guide

What is customer experience research and why does it matter? Learn CX research methods, key metrics like NPS and CSAT, and a step-by-step process to improve every customer touchpoint.

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.

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

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

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Better Calls, Happier Customers: How GenAI in Contact Centers is Transforming Quality Management

What do E-ZPass and TSA PreCheck have to do with contact center quality management? More than you might think.

Tim Richter Sr Dir, Product Marketing

Two call center employees engaged in conversation, both wearing headsets.

Empowering Performance in the AI Era: Why Trust, Not Control, Drives Results

Over the past few years, we’ve spent a lot of time evaluating what truly drives performance in the contact center. What we’ve found is that success is not just about implementing new technology or refining workflows. It comes down to contact center employee engagement.

Millicent McIntyre, Senior Director, Buyer Services at IAA & Kat Worman, Senior Solutions Consultant

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How to Optimize AI for Accuracy and Efficiency

AI is everywhere in the contact center right now. But in my conversations with customers, one question keeps coming up: what happens after you go live?

Sarika Prasad Director, Product Marketing

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

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