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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 Ultimate Contact Center Agent Productivity Checklist: Are You on Track?

For CX leaders, ensuring agent productivity is paramount to a successful contact center. But "productivity" in and of itself doesn't mean much without key agent productivity metrics that ensure agents are efficient, effective, and, most importantly, provide stellar customer experiences. 

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Kenzie Fitzpatrick Content Strategist
A woman with curly hair and glasses writing on a tablet at a desk with plants in the background.

How to Optimize AI for Accuracy and Efficiency

AI is everywhere in the contact center right now. But in my conversations with customers, one question keeps coming up: what happens after you go live? 

Headshot of Sarika Prasad
Sarika Prasad Director, Product Marketing
Hands typing on a laptop with AI graphics in the background.

Your AI Pilot Worked. Now What?

A lot of contact centers spent the last couple of years running AI pilots. Testing an AI agent here, a summarization tool there, maybe a guidance card rollout for a handful of agents. And a lot of those isolated pilots worked well enough to get leadership buy-in and show some early ROI. 

But 2026 is a different conversation.  

Headshot of Sarika Prasad
Sarika Prasad Director, Product Marketing
Two women collaborating at a desk; one wears a headset and the other points to a laptop screen.

5 Strategic Frameworks to Boost Contact Center Agent Productivity

Customers expect fast, connected, and consistent experiences. But in many contact centers, agents still navigate disconnected systems, repetitive tasks and constant pressure to move faster. 

Here’s the reality: 

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Kenzie Fitzpatrick Content Strategist
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4 Ways to Improve Customer Service with AI Virtual Agents

If you've been wondering how to automate your customer support efforts with AI virtual agents, you're not alone. Made possible by the power of generative AI, these more advanced agents have the potential to revolutionize customer service automation — as long as they're deployed in the right manner for the right purpose. 

Read on for the perfect starting points to implement AI today and build for what's next. 

Janna Pugh
Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

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AI Segmentation Mastery: Unifying Data to Outperform Every Time

You’re not short on data. You’re short on clarity. Customer signals are everywhere — website visits, past interactions, transaction history — even channel preferences. But when that data lives in silos, it doesn’t guide action. It creates noise.

And that noise shows up where it matters most: missed connections, low contact rates and revenue left on the table — directly impacting contact center revenue generation.

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Subramanian T Director, Product Management

Subramanian is a seasoned product leader with over 18 years of experience in the contact center and collaboration space. He has led product strategy and innovation across Agent Experience and Data Cloud products, embedding AI-driven capabilities to transform customer engagement, improve agent productivity, and deliver measurable business outcomes. With deep expertise in building scalable platforms and AI-powered solutions, he is passionate about solving complex customer problems and mentoring teams to think beyond features and focus on business impact.

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How Can AI Improve Contact Center Productivity?

“Let me just check that for you.” It’s the most common sentence in the contact center and a polite way of saying the answer exists somewhere, just not where it’s needed. 

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Kenzie Fitzpatrick Content Strategist

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