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.

Upgrade with Confidence: Five9 Is Certified for the ServiceNow Australia Release

Delivering exceptional customer experiences (CX) isn’t just about having the right tools; it’s about ensuring those tools work together seamlessly. Agents need a unified, intelligent workspace that empowers them to resolve issues quickly, efficiently and empathetically. That’s why Five9 and ServiceNow have built this partnership around a shared commitment of removing operational friction and bridging the gap between your contact center and your core system of record.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

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

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.

A patient meeting with a doctor on a blue background with iconography.

What Your Patient Access Center's Scheduling Workflow Is Actually Costing You

A patient needs to see a cardiologist. Her physician sent the referral two weeks ago. She’s called the patient access center three times. Each time, she’s waited more than four minutes on hold. Each time, she’s repeated the same information she gave on the call before.

She still hasn't booked the appointment.

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.

Agent with illustrations showing agent assist and AI summary to reduce agents switching tools

The Hidden Cost of System-Switching: How Frontline Friction Quietly Erodes CX

System-switching in contact centers quietly drives up effort, increases handle time, and hurts CX by forcing agents to navigate fragmented tools instead of helping customers.

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.

Agent being assisted by AI to deliver better customer experience

5 Reasons Why Human-AI Collaboration is Your New Competitive CX Advantage

Learn how human-AI collaboration with Five9 Agent Assist improves CSAT, reduces handle time, and empowers contact center agents to deliver better CX.

Alyson Ginesta Sr. Product Marketing Manager

As Sr. Product Marketing Manager at Five9, Alyson focuses on the intersection of agentic AI and agent empowerment in CX. With prior experience at Microsoft helping organizations leverage AI for competitive growth, she champions a future where technology amplifies the humans behind every customer interaction.

Five9 Voice AI Agents text over a visualization of human and ai interactions

You Can’t Script the Way People Actually Talk

A smarter model on a predict-everything architecture is still a predict-everything architecture. Why voice AI requires a new foundation.

Vivek Sinha VP, Product Management

As VP, Product Management at Five9 Vivek leads the strategic pivot to Agentic AI for the intelligent contact center. A seasoned product leader with prior roles driving AI and automation initiatives at Google, Adobe and Marketo.

Man with glasses in a plaid shirt wearing a headset on a phone call.

The Future of Quality Management: Enhancing Call Recording with Speech Analytics

Call quality management in CX has long been a game of random sampling and hoping that the 3-5% of calls captured accurately represent your center's total audience. Historically, however, leaving the overwhelming majority of calls unanalyzed meant their potential insights were simply lost forever.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.