Five9 Blog

Gain new perspectives on AI, CX, and cloud technology here on our blog. With new contact center blogs and best practices, Five9 continually offers industry guides and tools for customer experience to provide new insights to your customer service team.

Blue background with AHT, FCR and CSAT trending upwards on a graph.

The 2026 Agent Workspace: Building a Resilient Call Center Analytics Dashboard

A strong agent workspace turns scattered data into clear, real-time insights — helping teams act faster, improve outcomes and prevent issues before they grow.

Kenzie Fitzpatrick Content Strategist

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Customer Success Stories: How Christian Healthcare Ministries is Improving Member Experience with AI

See how Christian Healthcare Ministries used the Five9 Intelligent CX Platform to scale membership 10x and cut call transfers from 48% to 4%.

Julie LeWarne Director of Customer Experience

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Real-Time AI Knowledge: The New Era of Agent Onboarding

Welcoming new agents to your contact center is a valuable opportunity to cultivate your brand’s next generation of customer champions. Historically, equipping these agents meant relying on static training manuals, disjointed wikis, and extensive training sessions. Agents had to manually search for information while the customer waited, resulting in slower, inefficient processes. The reality of this broken model is stark.

Yang Lin Lead Product Manager, AI Knowledge

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Why Do Customers Keep Repeating Themselves and What Is It Costing Your Business?

Customers repeating themselves is an age-old problem, but still a pressing one for CX leaders today. Learn why it happens and how to fix it.

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.

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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

Five9 Fusion for Epic: Fast Track to Gold Stars

See how Five9 Fusion for Epic connects your contact center to Epic Cheers, turning every call into a Gold Stars utilization event.

Paresh Joshi Senior Product Management Director

Paresh is a visionary product leader with 20+ years of experience building and scaling enterprise-grade technology products. He loves working closely with customers and cross-functional teams. He has built multiple products ground up driving million dollar revenue streams. At Five9 he owns a multi-product portfolio including industry vertical and platform product strategy driving Al-infused customer journeys.

Blair Pleasant on Closing the Fraud Detection Gap with Five9

Closing the Fraud Detection Gap: Key Takeaways from Five9's Webinar on Modern Fraud Communications

Learn how financial institutions close the gap between fraud detection and customer notification with Five9's automated, compliant, omnichannel outreach.

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.