Contact Center Management

A woman and a man closely examine a tablet screen in a modern, dimly lit room.

Enabling Five9 Identity Service: We’re Just Getting Started

Contact Center Management

Five9 Identity Service (FIS) is Generally Available! We are doing more to keep you and your business safe. Learn more here.

Luke Cieslewicz Senior Product Manager

A healthcare worker in blue scrubs smiles while using a smartphone near a window.

Why Five9 in Epic’s Toolbox Program Sets a New Standard for Healthcare CX

Epic-approved. Healthcare-ready. And built for the real world of patient connection.

In our last post, we explored how smarter, more connected technology is helping healthcare systems create better patient experiences.

Roni Jamesmeyer Senior Product Marketing Manager

Senior Product Marketing Manager

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What the Forrester TEI Study Says About the Real ROI of the Intelligent CX Platform

Discover how the Forrester TEI study shows the ROI of rethinking CX. The New CX Starts Here.

Andy Dignan President

Andy Dignan has spent the majority of his career in the contact center and collaboration space. From consulting, to implementing, to designing, and selling solutions, his strength lies in his ability to bridge the gap between technical and business level conversations. Whether it’s meeting with a CIO or whiteboarding with a CTO, Andy is skilled at developing solutions that create positive business outcomes. He has a deep understating of the technology landscape and is considered an industry expert in the contact center & collaboration industry.

A smiling woman in a striped shirt holds a tablet while speaking to an audience.

Nominations Now Open: 2025 Five9 New Era Awards

Celebrate CX innovation with the 2025 New Era Awards—honoring bold strategies and real results. Shape the future of CX. Apply today.

Julie LeWarne Director of Customer Experience

A smiling man wearing headphones in a contact center with a woman in the background.

Understanding and Managing Shrinkage in Contact Centers

Contact Center Management

Learn what shrinkage metrics mean in contact centers, why they matter, and how WEM tools can help reduce inefficiency and improve performance.

Tim Richter Sr Dir, Product Marketing

How to Improve Your Customer Retention Rate

Contact Center Management

In this article, we’ll dive into what customer retention rate is, how to measure it, and five proven ways to improve your customer retention rate. Learn all this and more here at Five9.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

Understanding Communication Styles: A Guide for Customer Service Agents

How agents can use the four communication styles to ease customer frustration, connect, and improve customer experiences.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

How Can Fraud Prevention Improve Contact Center Efficiency?

Fraud prevention software actually elevates – not hinders – the quality and efficiency of inbound customer experiences.

Josh Pikal Product Marketing Specialist

What Do Customers Want from a Call Center?

Contact Center Management

Discover what customers truly desire from a contact center. Learn key insights to enhance customer satisfaction and optimize your service strategy.

Ruthie Carey Content Strategist

Say Goodbye to Audio Latency: Five9 and Citrix’s Game-Changing Solution

Five9 is committed to delivering the best possible experience for our customers, especially when it comes to ensuring seamless communication in virtual desktop infrastructure (VDI) environments. We are excited to announce the next step in our strategic partnership with Citrix, leveraging their advanced UCSDK 3.1 within Five9 VDI to bring intelligent audio rerouting capabilities to our joint customers.

Taegh Sokhey Senior Product Manager

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Contact Center Management

Epic-approved. Healthcare-ready. And built for the real world of patient connection.

Call 1-800-553-8159 to learn more about Five9