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.

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The Generative AI Breakthrough: From Reactive Monitoring to Proactive Intelligence

Generative AI is changing everything, even your contact center’s approach to quality management analytics.

Abhijit Salvi VP, Product Management

With deep experience building AI-powered platforms at DocuSign, Observe.AI, and now Five9, Abhijit Salvi transforms complex technology into simple, powerful solutions that elevate how businesses connect with their customers.

Forget Add-On AI. Welcome to the AI-Native Contact Center

AI & Automation

AI is no longer a feature. It’s the foundation. The modern contact center doesn’t just use AI, it runs on it. Built-in AI capabilities mean real-time insights to inform, faster resolutions, fewer escalations, and service that feel personal at any scale.

Steve Blood Vice President, Marketing

Woman in a blue blazer talking on the phone in a bright office with plants.

Certified on ServiceNow Zurich: Five9 Integration Ready for What’s Next

We’re proud to announce that the Five9 Intelligent CX Platform is now officially certified on the ServiceNow Zurich release. This certification reaffirms our commitment to providing a reliable, forward-ready contact center integration—so customers can upgrade with confidence and continue delivering connected, intelligent service 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.

Group posing together on stage in formal attire, celebrating Five9 winning the Sandler Summit award.

Five9 Recognized with Two Major Honors at Sandler Summit 2025

Five9 honored at Sandler Summit 2025 as Top CX Provider and National Channel Manager of the Year, highlighting success with Sandler Partners and beyond.

Jennifer Kuipers RVP of Channel Sales

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Beyond Human Limitations: Why Traditional Quality Management is Breaking Down in the Modern Contact Center

The contact center is no longer a place where human effort alone can keep pace. Every day, agents manage thousands of interactions across voice, chat, social, and video. Customers expect each of those touchpoints to be seamless, personalized, and outcome-driven.

Abhijit Salvi VP, Product Management

3 Effective Cold Call Scripts for Agents

Customer Experience (CX)

Over the past few decades, how businesses sell has changed more than you might think. Sure, back in the 1950s, door-to-door salespeople roamed neighborhoods, hoping to catch someone at home to pitch the latest products, like new plastic storage solutions.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

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Inflation, Deals, and Divide: What’s Driving 2025 Holiday Shopping

The holiday shopping season continues to creep earlier each year, and 2025 is no exception. According to new Five9 consumer survey data, nearly 20% of consumers say they’ve already started shopping for the holidays, while another 31% plan to start in the coming weeks - well before Black Friday. Inflation and the search for deals are driving holiday shopping consumer behavior and inspiring shoppers to spread out their spending and lock in savings where they can.

Hannah Blackington Director, Corporate Communications