Contact Center Resources: Get to Know the Five9 Cloud

Five9 Intelligent CX Platform provides greater flexibility at a fraction of the cost of on-premises systems with our contact and call center resources. Find out how Five9 can bring joy to your CX with the AI, workforce management, and other industry resources in our knowledge base below.

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Buyer’s Guide The Enterprise Guide to Voice AI Agents

Legacy voice automation has hit a containment ceiling, leaving frustrated customers shouting "AGENT" while operational costs climb.

Five9 Voice AI Agents close this gap by enabling natural, human-like voice conversations that resolve complex customer inquiries. This guide provides a clear-eyed evaluation framework to help your buying committee modernize voice channels with confidence.

This comprehensive guide helps you:

Evaluate voice vendors objectively using our multi-category enterprise scorecard
Transition from rigid scripted flows to conversational, context-aware AI interactions
Unify virtual and human agents on a single cloud platform

Reduce development backlog by launching new voice use cases in days

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TEI Study: The Power of AI-Powered CX

Discover the cost savings and business benefits enabled by The Five9 Intelligent CX Platform. The commissioned 2025 Forrester Consulting Total Economic Impact™ Study showcases the measurable ROI achieved by a composite organization representative of interviewed customers with experience using the Five9 Intelligent CX Platform.

See how our customers gained:

More Efficiency: Cutting handle time by 120 seconds per call
More Savings: Saving $5.6M by eliminating legacy systems
More Retention: Reducing agent turnover by 30%
More Containment: Letting AI Agents handle up to 28% of contacts

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How Business Leaders and Consumers See AI in CX

AI adoption is no longer the hurdle. Five9's 2026 Business Decision Maker Report surveys 500+ business leaders and 1,000+ consumers to map where AI investment is delivering measurable value — and where execution gaps are widening.

The findings are clear: there is no universal CX AI playbook. How you implement, orchestrate, and govern AI defines whether your organization leads or lags.

What you'll find inside:

How AI is delivering real results in CX — and where the experience still falls short for customers
Why you might prefer a human — and what that preference is telling businesses about AI
Where the handoff from AI to a real person makes or breaks your trust in a brand
What both sides of the conversation — business and customer — need from AI to get it right

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Intelligent Citizen Experience: How AI and Human Agents Deliver Smarter Outcomes

In this session, Five9 experts explore how AI and frontline agents working together can reduce queues, manage peak demand and improve citizen satisfaction - without compromising trust, security or inclusion.

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Winner Spotlight: Reinventing Guest Experience at The Dufresne Group

In this Winner Spotlight, Norman Alegria from The Dufresne Group shares how their team transformed customer experience after a complete system outage forced them to rethink their contact center strategy. By partnering with Five9 and adopting AI-powered capabilities across their operation, The Dufresne Group dramatically improved service levels, reduced costs, and empowered agents to deliver a more personal and efficient experience for guests.

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How to Kickstart your AI Implementation Loop

Watch this webinar for a results focused session that shows how to move from AI ambition to practical execution. CX Network research found that the top trend found that customer expectations for instant service was a top five customer behavior trend in 2026. In this context, AI has become central to modern CX but many teams are left asking the same question: where do we begin? This webinar offers a clear, grounded answer.

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Top 5 Financial Case Study

After a major merger, a top U.S. bank modernized collections using Amazon Connect and Five9, enabling scalable, compliant outreach — boosting customer satisfaction, accelerating payments and recovering $35M in past-due balances while increasing sales.

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Five9 Advanced Campaign Manager

Five9 Advanced Campaign Manager helps contact centers coordinate AI-driven campaigns across voice, SMS and email. Built-in compliance controls and intelligent targeting improve contact rates, increase conversions and support compliant revenue growth.

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The Dufresne Group reshapes experience with Five9

After a major outage, TDG modernized its contact center with an AI-driven, omnichannel approach—streamlining operations, empowering agents, and delivering faster, more personalized, and reliable guest experiences at scale.

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UK Vertical View - Public Sector - FIVE9

ContactBabel: The UK Contact Centre Report for Public Sector

Explore key trends shaping UK public sector con-tact centres, including citizen demand, digital adoption challenges, workforce pressures, and technology usage. Gain insights to improve ser-vice delivery, efficiency, and contact centre per-formance.

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6 Ways to Improve Public Sector Citizen Experience

Public sector organisations face rising service demand, legacy technology constraints, and growing citizen expectations. Discover six practical ways UK public sector organisations improve citizen experience.

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AI at Scale: A Fireside Chat Featuring George Westerman, MIT Sloan School of Management

Many organizations are investing in AI, but scaling it across the enterprise remains a challenge. In this executive discussion, you’ll learn how leading organizations are successfully deploying AI to transform operations, customer experience, and business outcomes.

During this fireside chat, we’ll explore:

• Why many AI initiatives stall before delivering value
• How organizations are scaling AI across customer operations
• The emerging model of human + AI collaboration
• Practical insights for turning AI experimentation into enterprise impact

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Winner Spotlight: Scaling with Purpose at Christian Healthcare Ministries

In this Winner Spotlight, Christian Healthcare Ministries (CHM), Five9’s 2025 Most Trusted Expert New Era of CX Award winner, shares how they transformed their contact center to support rapid growth while staying rooted in their mission of member care. Learn how CHM partnered with Five9 and Waterfield to streamline operations, expand digital engagement, and unlock major efficiency gains, including a 400% increase in revenue and dramatically faster outbound campaign execution.

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75% Automation: A deep dive into MSUFCU's high-ROI AI strategy

AI in the contact center delivers real business results. MSU Federal Credit Union (MSUFCU) modernized its member engagement with the Five9 Genius AI-powered CCaaS platform. Call navigation improved. Time to reach an agent dropped. Call abandonment was cut nearly in half. Customer satisfaction and loyalty scores increased.

Today, 75% of chats are handled by MSUFCU’s virtual assistant, Fran, improving both efficiency and the member experience.

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ContactBabel: The UK Contact Centre Decision-Makers’ Guide 2026

Explore key UK contact centre trends, including cloud adoption, AI innovation, and legacy system challenges. Learn how organisations are improv-ing customer experience, operational flexibility, and scalability through modern cloud contact centre strategies.

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Construa para o que vem a seguir: o seu plano de IA para a preparação do centro de contacto

Ultrapasse o entusiasmo exagerado em torno da IA e construa um caminho claro para o futuro. Este eBook ajuda-o a avaliar a sua preparação, repensar as métricas de CX e criar um roteiro prático para a transformação da IA — para que possa avançar com confiança, sem riscos.

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Construa para o que vem a seguir: o seu plano de IA para a preparação do centro de contacto

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Prepárese para el futuro: su plan de IA para la preparación del centro de contacto

Deja atrás el bombo publicitario sobre la IA y traza un camino claro hacia el futuro. Este libro electrónico te ayuda a evaluar tu preparación, replantearte las métricas de CX y crear una hoja de ruta práctica para la transformación de la IA, de modo que puedas avanzar con confianza y sin riesgos.

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Prepárese para el futuro: su plan de IA para la preparación del centro de contacto

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Gestalten Sie die Zukunft: Ihr KI-Leitfaden für ein zukunftsfähiges Contact Center

Schluss mit dem KI-Hype – schaffen Sie einen klaren Weg nach vorn. Dieses E-Book hilft Ihnen, die Bereitschaft Ihres Contact Centers zu bewerten, CX-Kennzahlen neu zu definieren und eine praxiserprobte Roadmap für Ihre KI-Transformation zu entwickeln. So handeln Sie mit Zuversicht, nicht mit Risiko.

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Préparez-vous pour l'avenir: Votre plan d'action IA pour préparer votre centre de contact

Coupez court au battage médiatique autour de l'IA et tracez une voie claire pour l'avenir. Cet eBook vous aide à évaluer votre état de préparation, à repenser les indicateurs de l'expérience client et à créer une feuille de route pratique pour la transformation IA, afin que vous puissiez aller de l'avant en toute confiance, sans prendre de risques.

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Kompakter Einblick in die neuesten Five9 Innovationen

In diesem Webinar geben wir einen kompakten Einblick in aktuelle Innovationen rund um die Five9 Intelligent CX Platform – mit Fokus darauf, welche konkreten Herausforderungen diese Entwicklungen lösen und wie sich Organisationen strategisch darauf vorbereiten können mit einigen Einblicken in praktische Anwendungsfälle.

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Beyond the Buzzwords: A Data-Driven Framework for Contact Center AI Roadmaps

Perfect for leaders who need to justify AI investments and deliver results, this session moves beyond the buzzwords to a data-driven approach. While many talk about AI transformation, few have a systematic way to make it real. Using the RICE framework—Reach, Impact, Confidence, Effort—you’ll learn to prioritize initiatives with measurable rigor. Walk away ready to build an AI roadmap that resonates with the C-suite by focusing on ROI, risk mitigation, and resource optimization.

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Build for What’s Next: Your AI Blueprint for Contact Centre Readiness

Cut through AI hype and build a clear path forward. This eBook helps you assess readiness, rethink CX metrics, and create a practical roadmap for AI transformation — so you can move ahead with confidence, not risk.

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Build for What’s Next: Your AI Blueprint for Contact Centre Readiness

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Build for What’s Next: Your AI Blueprint for Contact Center Readiness

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Transforming Citizen Experience for Local Government, Higher Education and Housing Associations

Transforming Citizen Experience for Public Sector

Improve citizen experience with AI-powered self-service, omnichannel engagement, and cloud contact centre transformation for local government, higher education, and housing associations.

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Agentic AI in the Contact Center: From Automation to Autonomy

Agentic AI is moving from pilot programs to secure, enterprise deployment. This roundtable explores how organizations are applying autonomous AI responsibly. Balancing innovation with governance and control.

You'll learn how leaders are scaling agentic AI to drive measurable CX results while maintaining visibility, trust, and operational oversight.

Key discussion points include:

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Building Customer Trust While Scaling AI-Driven CX

In this webinar, you’ll gain a leadership perspective on why trust is now the most valuable currency in CX and how to operationalise it across people, processes, and technology.

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Five9 Fusion for Salesforce Product Tour

Turn every Salesforce interaction into faster resolutions and more connected customer experiences.

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Five9 Genius AI: The AI Loop That Drives Real Results

Watch for a results-driven session where you’ll see the Genius AI lifecycle in action. Start with AI Insights to surface high-impact opportunities and quick wins for AI Agent deployment. Explore practical use cases from industries like retail and banking, view a live agent demo, and see measurable impact firsthand. Then close the loop with AI Insights to validate results and plan your next phase of improvement. It’s insight to action—powered by Genius AI.

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What's Coming in 2026: A Preview of Five9's Latest Innovations

In this webinar, we’ll look beyond the headlines to explore how Five9’s latest advancements in agentic AI, intelligent automation, analytics, and digital engagement will shape the future of CX. You’ll gain insight into the direction of the platform, the problems these innovations are designed to solve, and how organisations can start preparing now for what’s coming in 2026.

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Five9 Fusion for ServiceNow Product Tour

Experience the power of Five9 and Customer Service Management Workspace to improve agent productivity and streamline service interactions.

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SumUp obtém 50% de contenção de chamadas com a Five9

Para a SumUp, provedora global de processamento de pagamentos, encontrar um parceiro que oferecesse soluções de voz e IVA em diversos idiomas e, ao mesmo tempo, automatizasse os fluxos de trabalho para aumentar o autoatendimento, criou um caminho para melhorar a experiência do cliente.

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SumUp Sees 50% Call Containment with Five9

For global payment processing provider SumUp, finding a partner offering voice and IVA solutions in diverse languages while automating workflows to increase self-service created a path toward improving customer experience.

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SumUp obtém 50% de contenção de chamadas com a Five9

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SumUp consigue un 50% de contención de llamadas con Five9

Para el proveedor global de procesamiento de pagos SumUp, encontrar un socio que ofreciera soluciones de voz e IVA en varios idiomas -a la vez que automatizaba los flujos de trabajo para aumentar el autoservicio- creó un camino hacia la mejora de la experiencia del cliente. SumUp se dio cuenta de que.

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SumUp constate une réduction de 50 % du nombre d'appels grâce à Five9

Pour SumUp, fournisseur mondial de services de traitement des paiements, trouver un partenaire proposant des solutions vocales et IVA dans différentes langues tout en automatisant les flux de travail afin d'améliorer le libre-service a permis d'améliorer l'expérience client.

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SumUp Sees 50% Call Containment with Five9

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What Contact Centres are Doing Right Now

Call Centre Helper’s annual “What Contact Centres Are Doing Right Now” research shows AI is continuing to evolve from hype to day-to-day reality, while leaders juggle tighter budgets, shifting channels, and the return to more face-to-face teamwork.

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Five9 Fusion for ServiceNow Demo Video

See Five9 Fusion for ServiceNow in action as it fuses both platforms together. Watch agents work faster, automate more, and deliver a seamless, connected service experience powered by real-time data, AI, and unified workflows.

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Experiencing The New CX: Predictions for 2026

Sheila McGee-Smith's wildly popular predictions series comes to CX Summit-this time with Five9 President Andy Dignan. Together they'll revisit Sheila's 2025 predictions to see what came true, what missed the mark, and why. Then, they’ll look ahead to 2026 with bold new predictions for where CX and AI are headed next. This fast-paced, interactive session is your chance to weigh in, get ahead, and leave with insight you won’t hear anywhere else.

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AI for Sales Growth

Based on insights from contact centres and AI experts, this UK edition of the ContactBabel infographic explores how AI transforms sales - driving smarter decisions, timely outreach, and personalised customer experiences that increase revenue and loyalty.

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Inner Circle Guide to Agentic AI

Drawing on insights from contact centre leaders, this ContactBabel infographic explores how Agentic AI blends autonomy and human connection to transform CX - driving faster resolutions, richer personalisation, and greater efficiency. Sponsored by Five9.

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The Inner Circle Guide to Agentic AI

Drawing on insights from contact centre leaders, this ContactBabel report explores how Agentic AI blends autonomy and human connection to transform CX - driving faster resolutions, richer personalisation, and greater efficiency. Sponsored by Five9.

Get Report

AI for Sales Growth

Based on insights from contact centres and AI experts, this UK edition of the ContactBabel report explores how AI transforms sales—driving smarter decisions, timely outreach, and personalised customer experiences that increase revenue and loyalty.

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AI for Customer Insights

In this infographic from ContactBabel, see what hundreds of contact centres and thousands of consumers revealed about the state of CX, and where it’s headed.

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AI for Customer Insights

Hundreds of contact centres. Thousands of consumers. One clear picture of the customer experience in the UK — where it is today, and where it’s headed. From ContactBabel, sponsored by Five9.

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The Inner Circle Guide to Agentic AI

Drawing on insights from contact center leaders, this ContactBabel report explores how Agentic AI blends autonomy and human connection to transform CX — driving faster resolutions, richer personalization, and greater efficiency. Sponsored by Five9.

Get Report

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Inner Circle Guide to Agentic AI

Drawing on insights from contact center leaders, this ContactBabel infographic explores how Agentic AI blends autonomy and human connection to transform CX—driving faster resolutions, richer personalization, and greater efficiency. Sponsored by Five9.

View Infographic

AI for Sales Growth

Based on insights from contact centers and AI experts, this US edition of the ContactBabel infographic explores how AI transforms sales - driving smarter decisions, timely outreach, and personalized customer experiences that increase revenue and loyalty.

View Infographic