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.

Two call center employees engaged in conversation, both wearing headsets.

Empowering Performance in the AI Era: Why Trust, Not Control, Drives Results

Over the past few years, we’ve spent a lot of time evaluating what truly drives performance in the contact center. What we’ve found is that success is not just about implementing new technology or refining workflows. It comes down to contact center employee engagement.

Millicent McIntyre, Senior Director, Buyer Services at IAA & Kat Worman, Senior Solutions Consultant

Man wearing a headset, smiling while working on a laptop in a bright office.

Want to Increase Agent Productivity? Start with Automated Call Summarization

Is after-call work (ACW) a significant source of hidden friction in your contact center?

You’ve seen it before: in order to collect valuable call insights and log accurate data, agents are often forced to create artificial pauses, take breaks between calls, skip summaries altogether, or put customers on hold. This leads to interrupted conversations and frustrated customers.

Kenzie Fitzpatrick Content Strategist

A woman with wavy hair in an orange shirt is talking on a phone in a bright room.

The Benefits of Generative AI: Using Automated Call Transcription for Better Customer Service

Generative AI has found its place in many parts of contact centers, helping to provide better customer service in many workflows across countless industries. Using it to automate call transcriptions and improve the accuracy and usefulness of transcriptions, is a welcome evolution for many customer experience (CX) leaders.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

A woman with long brown hair sits at a desk, holding a pen and looking thoughtfully at her notes.

AI in CX: What’s Working, What’s Not, and What Comes Next

The best contact centers have always changed to meet the expectations of their customers, and that’s especially true as AI in CX continues to reshape how those expectations are formed. The full impact of ChatGPT’s launch in November 2022 has been difficult to quantify. The pace of artificial intelligence innovation makes it impossible to plan. What’s new today can feel obsolete tomorrow. It’s equally hard to plan when consumer behavior is caught up in the AI frenzy.

Jon Anderson Senior Director, Marketing

Jon Anderson has worked in contact center marketing for 25 years for several manufacturers – most are still in business. He began in marketing communications and worked his way into technical marketing. He’s also worked from home for 15 of those years and for Five9 since 2018.

Group of people in a bright office, engaged in a joyful conversation and collaboration.

Celebrating Five9 Day: A Moment of Gratitude for Our Partners

Five9 Day is our annual thank-you to the partners who make every customer win, every innovation and every milestone possible.

Kim Hill SVP, Global Sales Organization

With more than 25 years of experience leading global UC&C practices, Kim Hill drives revenue growth and sales excellence as SVP of the Global Sales Organization at Five9 — uniting direct and partner-led teams to deliver measurable outcomes for customers worldwide.

Three people collaborating around a laptop, smiling and engaged in discussion.

Five9 Day: A Thank You to the People Behind Every Conversation

On Five9 Day, a thank you to the front line, and a look at what happens when technology finally shows up in the moment agents need it most.

Andy Dignan President

Andy Dignan has spent the majority of his career in the contact center and collaboration space. From consulting, to implementing, to designing, and selling solutions, his strength lies in his ability to bridge the gap between technical and business level conversations. Whether it’s meeting with a CIO or whiteboarding with a CTO, Andy is skilled at developing solutions that create positive business outcomes. He has a deep understating of the technology landscape and is considered an industry expert in the contact center & collaboration industry.

Man with curly hair and glasses wearing a headset, working on a laptop at a table.

Five9 Unveils Unified Workspace Availability ahead of ServiceNow Knowledge 2026

Five9 Fusion for ServiceNow creates a Unified Workspace for agents to manage all interactions in one screen, boosting productivity and customer experiences.

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.