Digital Engagement

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Seamless CX with Federated Routing for Five9 + Zendesk

Digital Engagement

Federated Routing is now live for the Five9 Adapter for Zendesk—sync agent status and route smarter across channels in real-time.

Paris Obrero Sr. Product Marketing Manager

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The CX Awards Playbook: 6 Customer-First Strategies From the Boldest Brands in the Game

Searching for a way to level up your CX? Take a peek at these six award-winning customer-first strategies from some of the boldest brands in the game.

Jenn MacIver Edwards VP of Customer Experience

Three customer service representatives wearing headsets, smiling and working at desks.

9 Surprisingly Simple Ways to Build Customer Rapport (That Actually Work)

Let’s face it: most customers don’t actually look forward to contacting customer support. It usually means something went wrong. But when they do, there’s one thing that can instantly make or break the experience—rapport.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

2025 CX Study: Meeting Rising Customer Expectations

The 2025 CX Study reveals that while AI enhances speed, customers still value human support. Businesses must balance both to meet rising expectations.

Matt McGinnis VP of Product, Industry, and Solution Marketing

How to Measure Customer Experience in the Contact Center

Delivering a great customer experience (CX) is essential for every business and its customer service. Happy customers lead to higher retention rates, increased loyalty, and often coveted word-of-mouth referrals. But how do you know if you're meeting customer expectations? Measuring customer experience is the key to understanding what’s working and where improvements are needed. It’s also the key to continually improving and adapting your customer service to meet changing customer preferences. Let’s take a look at how to measure customer experience in the contact center.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

Fortify and Simplify User Logins with Five9 Identity Service

With the newest release of Five9 Identity Service (FIS), now in Controlled Availability, Five9 is doing more to keep you and your business safe. Learn more here.

Luke Cieslewicz Senior Product Manager

Good to Great: Crafting Killer Digital Experiences for Exceptional Results 

Digital interaction channels such as text/SMS, webchat, social messaging, and email have overtaken voice as the channel of choice for many consumers – and for good reason. In fact, according to the Five9 Customer Survey Index, 45% of customer interactions have shifted to digital channels globally, with a majority of customer interactions taking place through non-voice or digital channels.

Blair Pleasant

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of ucstrategies.com, an industry resource on the growing UC arena. She provides consulting and market research analysis on voice/data convergence markets, applications, and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

CONGRATULATIONS in all caps with pink and blue background

A Night of Triumph: Five9 Shines at AVANT Special Forces Summit 2024

At the AVANT Special Forces Summit, Five9 took home three awards, including top CCaaS vendor with the highest NPS score. Breakout sessions on CX and AI and notable panel appearances stood out.

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.

How to Go from Digital “Eh” to Digital “Wow”

Digital channels aren't just nice – they're a necessity in today's customer service landscape. Read on to discover why digital engagement is essential to customer service today and uncover best practices to guide your digital strategy.

Blair Pleasant

Blue background with white text "New Era of CX Award"

Why Your New Era of CX 2024 Award Entry Matters More Than You Think

One of the biggest joys of being VP of Customer Experience at Five9 is celebrating all our amazing customers who are rockstars at CX innovation! This year, we’re hosting the New Era of CX Awards to recognize, honor, and showcase organizations that are literally redefining CX and AI in their businesses. We want you to enter and, personally, I really want to read your story because YOU are why all of us at Five9 love what we do!

Jenn MacIver Edwards VP of Customer Experience

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