Meet the Finalists of the 2026 Five9 New Era of CX Awards
October 1, 2026
Every great customer experience starts with a person who cared enough to get it right. That's why CX Day is such a special one for me, and why I'm excited to introduce the finalists for the 2026 Five9 New Era of CX Awards. These leaders and teams are proving that when AI and human ingenuity work together, customers and employees both win. They're rethinking service, empowering their people and showing what's possible. From healthcare and financial services to retail and beyond, they're setting a new bar for connection and growth. Each one shows what smarter CX with every interaction looks like when it's built around real people. Thank you to our customers for trusting Five9 to be part of your journey.
AI-Elevated CX Trailblazer
This award recognizes organizations that are boldly using Five9 AI to transform both customer and employee experiences. I’m proud to celebrate leaders who overcame hurdles to create smarter, faster and more connected service powered by AI and human ingenuity.
Aviva
Aviva UK rolled out Five9 Agent Assist to 1,300 agents, replacing manual note-taking during customer calls with live transcription and structured AI summaries built directly into their existing Agent Desktop. As a result call notes for the Wealth Team grew 236% richer, After Call Work dropped by up to 45 seconds per call, and neurodivergent colleagues reported a genuine reduction in the real-time pressure of processing and recording information mid-conversation.
FDJ UNITED
FDJ UNITED’s Unibet brand tackled one of the most sensitive parts of online gambling operations — Responsible Gambling call compliance — with Five9 Agent Assist Advanced, cutting after-call work time by up to 87% in the Netherlands and 34% in the UK. Today, fewer agents are handling the same or greater call volume, with more consistent, audit-ready documentation protecting both the business and vulnerable players.
IAA
IAA turned a culture-and-CX transformation effort into measurable results with Five9, cutting average speed to answer by 77% and growing digital engagement 101% year-over-year through an expanded IVA, chat and SMS strategy. Real-time Agent Assist summarization and AI Insights have helped the team sharpen service quality even as CSAT climbed 7% and NPS rose 10% — all while executing a company-wide domain consolidation that migrated over 1,000 users without disrupting service.
PennyMac
PennyMac adopted Five9 AI-driven virtual agents to support its contact center operations. The approach gave the team more flexibility to handle changing demand and helped it operate more efficiently.
SuperGiros
SuperGiros, Colombia's largest transactional network with over 22,000 physical service points and its own mobile app, replaced a fragmented multichannel operation with a single omnichannel platform from Five9.
During its first six months of operation, it consolidated seven channels into a single environment with end-to-end traceability; increased its availability target from 99.9% to 99.999%; and incorporated intelligent virtual agents (IVAs) for automated containment using AI, across all 83 of its existing workstations.
The projected annual impact exceeds COP $758 million, a figure that will be confirmed with the first measurement cycle.
Best CX Self-Service
In this category, we honor the companies who have given customers more choice, convenience and control. These finalists show how intuitive self-service can improve satisfaction, reduce effort and free employees to focus where they’re needed most.
MEGABAD
MEGABAD partnered with Performio to integrate Five9 with Freshdesk and, from December 2025, introduce an automated call-routing solution into its customer service operation. Acting as an intelligent front door for incoming calls, the solution identifies customer enquiries and directs them to the appropriate channel or next step. In the first seven months of 2026, inbound call volume fell by approximately 68% compared with the same period in 2025. This enabled MEGABAD to reduce its required service capacity from around 100 FTE to 15 FTE — unlocking annual cost savings of close to €1 million — while enabling the remaining team to focus on the complex customer interactions where personal expertise adds the most value.
MSU Federal Credit Union
MSU Federal Credit Union transformed the member service experience by bringing together Five9, Boost.ai and Pindrop to create faster, more seamless service across voice and digital channels. In the first month after launching its voice IVA, more than 6,000 callers received immediate, zero-wait support, while call abandonment dropped by more than a third. The enhanced self-service experience has empowered members to get help on their terms and freed employees to focus on higher-value conversations, contributing to a more than 300% increase in wealth management referrals year-to-date.
Olímpica
Olímpica S.A., a retail company with over 400 stores, centralized its various contact centers in Colombia on the Five9 platform. This significantly reduced wait times and billing costs, while also optimizing recording control, real-time monitoring and self-service management for warranties and AI-powered loyalty programs. That adds up to substantial annual cost savings, increased productivity and significantly improved data governance for both internal and external clients.
SumUp
SumUp partnered with Babble and Parloa to bring real-time voice translation into its Five9 contact center, cutting call abandonment 30% overall (and from 70% down to just 10% in Spain during unstaffed hours) while eliminating the need to hire multilingual agents.
TruConnect
TruConnect introduced Cora, a Five9-powered AI agent, as the first point of contact for its Lifeline subscriber support line, expanding AI engagement from 0% to 100% of inbound calls. Cora has handled more than 250,000 customer interactions and resolved over 100,000 without a live agent, while offering Spanish-language support and 24/7 self-service mobile plan and data purchases.
Best CX Platform Innovator
This award celebrates teams who have embraced the power of the Five9 Intelligent CX Platform and its partner ecosystem. These finalists are unifying systems, driving agility and creating new possibilities for both customers and employees.
BDO
Working in partnership with Five9, BDO transformed its IT Service Desk into a world-class, experience-led operation. The Five9 Intelligent CX Platform enabled a true omnichannel support model, bringing together telephony, Microsoft Teams, digital engagement and self-service into a seamless colleague experience. This foundation supported innovations such as the Virtual Tech Bar, expanded support channels from three to seven, improved first-time-fix rates from 52% to 80% and helped BDO achieve SDI World Class (5-Star) Service Desk accreditation.
Medica consolidated legacy Cisco and Avaya platforms onto a single Five9 cloud contact center, cutting call abandonment by more than half and slashing speed to answer by 63%, all while absorbing 18% more call volume and growing headcount by 16% to support it.
SCRAM Systems
SCRAM Systems automated nearly 65,000 outbound calls, allowing agents to focus on critical alerts. The company also eliminated 60,500 monthly Salesforce cases, streamlining its workflow and improving efficiency.
Southern New Hampshire University
Southern New Hampshire University, serving over 170,000 online students across 60+ countries, moved off legacy on-premise infrastructure to the Five9 Intelligent CX Platform — replacing a $500K+ patchwork of professional-services fixes with a Salesforce-integrated, AI-powered contact center built to scale with its rapid enrollment growth.
SouthStar Energy Services
After 20 years locked into a single BPO provider, SouthStar Energy Services used Five9 to build a "champion/challenger" model that lets multiple partners run on one platform — cutting call abandonment from 6% to 1% and speed to answer from 62 seconds to just 21.
Most Trusted Expert
Here we recognize the leaders who have transformed employee experience through expertise, trust and strategy. These finalists inspire their teams, foster performance-driven cultures and use Five9 tools to help employees thrive anywhere, anytime.
Advia Credit Union
Advia Credit Union transformed its contact center from sample-based quality reviews into full-conversation intelligence with Five9 Agentic Quality Management, cutting call abandonment from 34% to 14% and lifting quality scores to 94.46%. As a beta partner for AI Insights and Agentic QM, Advia helped shape technology now used industry-wide, all while scaling 8% membership growth and nearly doubling chat volume without adding headcount.
First Tech Federal Credit Union
After a merger that created a nearly $29 billion credit union serving 2 million members, First Tech Federal Credit Union standardized on Five9, replacing a DTMF-only phone system and Excel-based quality management with IVA self-service and integrated workforce tools. The numbers tell the story: NPS up nearly 5 points, IVA containment reaching 59% in some months and over 13,000 combined operational hours saved across messaging, QA and callback improvements — all with member complaints staying under 0.05% of IVA contacts.
HCTec
HCTec transformed healthcare IT service desk quality management from a 1-10% manual sample with a 5-10 day insight lag into 100% AI-evaluated coverage with results available in minutes — all while preserving the HITRUST-aligned security and human judgment essential to patient and clinician support.
Patriot Mobile
Patriot Mobile significantly improved its customer experience while rapidly scaling its business, leveraging Five9 solutions to support a growing member base while adding agents at less than half the rate of customer growth.
The results are reflected in two powerful independent benchmarks: Patriot Mobile’s Trustpilot rating climbed to 4.7 stars across more than 23,000 reviews, making it the highest-rated provider in its category, and the company debuted at #2 nationally in Consumer Reports’ phone plan provider rankings, outperforming all three major wireless carriers.
PlanSource
PlanSource, a fast-growing benefits technology company, used Five9 Agent Assist, AI Summaries and transcription to cut manual documentation work, dropping agent turnover from 7% to 3% year-over-year while pushing call abandonment down to 0.59%.
Revenue Execution Impact
This award honors organizations that turned outbound engagement into a true growth engine. These finalists use data, automation and AI to reach customers more personally and at scale — driving measurable business results.
Accenture
What once took Accenture days to recover from after a major Monday surge is now handled within the same day — eliminating rollover and enabling us to keep pace even during our highest-volume periods. At the same time, their IVA has delivered a 500% increase in outbound capacity, allowing them to engage customers faster, absorb significant demand spikes and operate at a scale that simply wasn’t possible before. This is more than an efficiency gain — it represents a meaningful transformation in how Accenture serves its customers.
Americor
Americor transformed a 600-agent contact center that had been running Five9 as a basic dialer for four years into a fully connected CX platform — cutting inbound call abandonment from over 20% to under 5% and speed to lead from nearly four minutes to under one, without adding headcount. That added up to $120,000+ in annual savings, quality scores climbing from 65% to 90% and a cross-border operation where LATAM and U.S. teams share capacity seamlessly.
Anglian Home Improvements
Anglian Home Improvements unified six business functions across a multi-brand portfolio onto one Five9 platform, using predictive dialing and agentic AI chat to capture business that used to disappear outside office hours. Call volume grew 4.5x with only two additional hires, agents now book 500 more leads a week with the same headcount and AI-driven chat alone generated £610,000 in new revenue in its first eight months.
Marsh Commercial
Marsh Commercial used an automated lead management tool to action inbound leads within seconds, with 54% of live prospects now contacted within 15 minutes and 89% of inbound leads receiving a quote. Overall conversions from leads to quotes have improved by 8%, while the system handles the manual data work so colleagues can spend more time speaking with prospects and making sales.
NewLane Finance
NewLane Finance, an equipment finance lender under WSFS Bank, expanded from a single voice channel to a full Five9 suite in about a year. The move meant fewer missed calls, a smoother customer experience and online reviews the company considers rare in equipment finance.
Wells Fargo
Wells Fargo modernized branch banking communications for thousands of bankers across more than 4,000 branch locations, replacing disconnected legacy telephony with a Salesforce-integrated Five9 softphone. The rollout significantly enhanced our bankers' ability to build customer relationships through more seamless and integrated communications, transforming branch telephony from a basic infrastructure service into a strategic capability for relationship banking.
CX Leader of the Year
This is our highest honor. It celebrates visionary leaders and organizations that blend CX excellence with social good. These finalists are using AI with a human touch to drive growth, empower employees and make a positive impact on the communities they serve.
Accerta
Accerta turned Five9 data it already had into a full contact center transformation — cutting average speed to answer from 6.5 minutes to 22 seconds and call abandonment from 12.66% to 0.19%, all while reducing headcount from 12 agents to 5 and handling more than triple the live connects.
Doctor Care Anywhere
Doctor Care Anywhere cut average call time by 75% and nearly tripled employee eNPS while shrinking its coordinator team from 75 to 34 people — all without sacrificing the human touch anxious and vulnerable patients need. The three-stage transformation, embedding Five9 and then layering on webchat and Agent Assist, pushed patient satisfaction, quality scores and first-contact resolution higher at every stage rather than trading efficiency for care.
Inland Housing Solutions
Inland Housing Solutions scaled a lifesaving outreach program from two staff members managing spreadsheets to a 15-person team handling over 9,000 calls a month — a 45x increase — using Five9 integrated directly with Salesforce. Revenue to fund housing and healthcare services grew 30x in the process, while the team never lost what they call their 'friend center' culture: warm, personal conversations at a scale that would otherwise be impossible for a nonprofit their size.
Hanna Andersson
Hanna Andersson unified five disconnected systems into one Five9 Fusion and Salesforce Service Cloud experience, giving Customer Care teams full context on every customer for the first time. The payoff: First Call Resolution jumped from an estimated 61% to 93.2%, while call abandonment stayed well under the industry benchmark even through a major technology transition.
NCO Europe
NCO Europe enhanced their circa. 200 seat regulated collections and customer care operation, spanning across eight European markets with Five9. The migration, delivered alongside partner Opus Technology, went live with zero downtime. AI-powered tools removed the manual admin out of every call, enabling Agents to stay present with the customer instead of splitting their attention between the conversation and note-taking. This reduced handle time by around 30%, while giving each Agent up to 140 additional hours a year each to re-invest in quality; closer attention to complex cases, more effective coaching and the headroom to focus on identifying customers in complex and vulnerable circumstances rather than needing to move on. Quality pass rates have climbed to over 98% and customer satisfaction has reached its highest recorded level.
Triple-S Vida
Triple-S Vida rebuilt its life-insurance contact center on Five9 with partner ICQ24, cutting speed to answer by more than half and call abandonment by 72% while slashing operating costs nearly in half. Along the way, moving from ~2% call sampling to 100% AI-driven quality coverage caught something manual review never could: a pattern of brokers pressuring elderly policyholders into unwanted coverage — stopped before it caused harm.
At the end of the day, it's about people. And every one of these finalists is proof. Their innovation, resilience and commitment to creating experiences that truly matter are what make the Five9 community so special. I grew up in this industry, and I never get tired of watching leaders like you rethink what great service looks like for customers and employees alike. I'm proud that Five9 gets to be part of your journey.
Today we're celebrating our finalists, but I also want to thank every Five9 customer. Your vision and partnership keep pushing what's possible in CX. You're showing what smarter CX with every interaction looks like when it's built around real people.
Congratulations to our 2026 Five9 New Era of CX Award finalists, and Happy CX Day!
So, who takes home the win? Find out at the winner reveal webinar. Register now and join us as we celebrate the leaders shaping what's next.
