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.

Woman taking a survey for customer feedback

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.

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.

Graphical representation of feedback and performance metrics with stars and health symbols.

Five9 Epic Integration: Faster, Connected Healthcare CX

See how Five9 Epic integration connects contact centers to patient records in Epic, reducing handle time and improving the patient experience.

Roni Jamesmeyer Senior Product Marketing Manager

Senior Product Marketing Manager

Graphic announcing Five9 AI Day on August 15 at 10 am PT / 1 pm ET, with decorative elements.

AI Day 2026: Your Questions About AI Agents, Answered

AI agents are changing customer service fast. Five9 VP Matt McGinnis explains what's real, how Voice AI Agents work, and what's next at AI Day 2026.

Matt McGinnis VP of Product, Industry, and Solution Marketing

Ending Status Chaos: Achieving True Unity with Five9 & Zendesk

In the pursuit of a perfect customer experience, we often focus on big, flashy innovations. But what if the single greatest source of friction in your contact center isn't a missing feature, but your core systems working in silos instead of in sync?

Paris Obrero Sr. Product Marketing Manager

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