Five9 Blogs

Gain new perspectives on AI, Five9, CX, and cloud technology here on our blog. With new contact center and call center blogs, we continually offer industry guides and tools for customer experience to provide new insights to your customer service team.

3 Changes Made in the Customer Lifecycle

Customer/Digital Engagement

Over time, I have seen three changes that have influenced the customer lifecycle, and shifted the priorities of vendors in order to build and maintain loyalty. These changes have been enabled through a technology evolution where the doors have been opened for a customer to have more visibility into the vendor’s activity and operations. The old cliché “there is nowhere to hide” comes to mind.

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.

3 Questions to Ask Before Partnering With That Company

Cloud
Five9

I have led many business development teams over the years and what I have learned is that there are three main reasons to partner with a company, and three questions to ask, every single time.

Walt Rossi VP Business Development

Walt Rossi is responsible for Five9’s ecosystem of technology partners and strategic alliances. Since joining Five9 in 2014, Walt has built partnerships with leading companies including Salesforce, Oracle, Microsoft, Zendesk and ServiceNow influencing over half of Five9’s new business. Before joining Five9, Walt has led marketing and business development teams for rapid growth companies including IBM/Demandtec, HP Software, Questra, Valdero, Kana, and Teredata. Walt holds a B.A.

How Do You Know If a Channel Partner Program is Right For You?

Cloud
Five9

Strategic partnerships with master agents, system integrators and resellers will help drive expansion for our company’s channel partner program.

Wendell Black VP of Global Channels and International Business

Wendell Black is the vice president of global channels and international business at Five9 where he is expanding the Five9 global partner network to support business growth. Black brings 25+ years of industry experience, with a history of growing companies.

Holiday Travel Simplified with Agent Empowerment

Employee Engagement

I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite.

Mayur Anadkat

Customer Experience - Execution = Contact Center Hallucination

Thomas Edison once said “a vision without execution is a hallucination,” and I couldn’t agree more. Was he referring to the contact center industry? Probably not, but it is no less a relevant thought. Since the dawn of contact centers, the vision for the industry has always been to...

Mayur Anadkat

6 Critical Mistakes When Implementing a New Service Channel

Customer/Digital Engagement

Quality customer service plays a major part in keeping your audience satisfied and loyal to your brand, but phone support alone doesn't cut it anymore. According to recent study by ICMI, 74% of consumers use three or more channels while resolving their issues.

Five9

3 Tips for Reducing Churn in Your Call Center

Employee Engagement

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover. If your call center is staffed similarly to others around the country, then nearly 70% are...

Five9

Five9 Blogs

3 Changes Made in the Customer Lifecycle

3 Questions to Ask Before Partnering With That Company

How Do You Know If a Channel Partner Program is Right For You?

Holiday Travel Simplified with Agent Empowerment

Customer Experience - Execution = Contact Center Hallucination

6 Critical Mistakes When Implementing a New Service Channel

3 Tips for Reducing Churn in Your Call Center

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