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.

Blue background with white text saying “We don’t want AI to replace the human being. We want the AI solutions to help the contact centre agent solve the problem faster for the customer - Walt Rossi” A blue speech bubble saying “That’s Genius! A podcast” is in the top right-hand corner and “listen now” is on the bottom right.

[PODCAST] How Strategic Partnerships Make for Better CX w/ Walt Rossi

Walt Rossi, Five9VP of Business Development, knows that it’s easy to say you’re in a working agreement with another company, but to combine your products into a solution that actually works for the customer is a whole other ballgame.

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.

Why Five9: Hear From Our Summer 2020 Interns

To welcome our Summer 2020 Interns, we asked them why they chose Five9 and how they have begun to interact with the goal-setting and collaborative aspects of our Five9 culture as they start their virtual internships.

Cecily Kruger Communications and Social Media Intern

Cecily Kruger studies Communication at the University of Southern California. Throughout her studies at USC, she has focused on media and global communication practices. Cecily spent a year studying abroad in London and is thrilled to be interning at Five9.

Woman smiling at her computer, wearing a headset

What’s the difference between CPaaS, RPA and Workflow Automation?

AI & Automation

A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation. On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework.

Five9

A blue background and text that says “Fixing Customer Service. Bringing the Contact Center int the 21st Century (Finally)” A picture of Rowan Trollope, CEO of Five9 A blue speech bubble saying “That’s Genius! A podcast” is in the top right-hand corner.

Fixing Customer Service w/ Rowan Trollope

AI & Automation

“Organizations are spending $275B a year as an industry to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” These are words that you want to hear from your CEO.

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The Contact Center’s Turnkey Solution: Workforce Optimization from Five9

Employee Engagement

As contact centers move into a new decade, they cannot afford to ignore emerging technologies that can help them slide past the competition. In the new world of digital transformation and cloud-based solutions, workforce optimization is a tool that contact centers have to consider to stay competitive.

Ryan McCormick WFO Sales Consulting Manager

Five9 Delivers Voice Notification to ServiceNow Proactive Customer Service Operations

Employee Engagement

Business continuity is a priority as we return to the office, which is why we have worked jointly with ServiceNow to provide a proactive system for notification to ensure business longevity.

Five9

Do You Have a Plan for Workforce Disruption?

Employee Engagement

In light of the COVID-19 pandemic, many businesses realized that were not prepared for any disruptions to normal workflows. However, the ones who had business continuity plans (BCP) in place were able to quickly conduct operations outside of their normal parameters.

Five9 Blog

[PODCAST] How Strategic Partnerships Make for Better CX w/ Walt Rossi

Why Five9: Hear From Our Summer 2020 Interns

What’s the difference between CPaaS, RPA and Workflow Automation?

Fixing Customer Service w/ Rowan Trollope

The Contact Center’s Turnkey Solution: Workforce Optimization from Five9

Five9 Delivers Voice Notification to ServiceNow Proactive Customer Service Operations

Do You Have a Plan for Workforce Disruption?

Call 1-800-553-8159 to learn more about Five9