Customer Service Blogs - Contact Centre Best Practices

Five9 Blogs

Gain new perspectives on AI, CX, and cloud technology here on our blog. With new contact centre blogs and best practices, Five9 continually offers industry guides and tools for customer experience to provide new insights to your customer service team.

Part 1: Bridging the Gap Between Contact Center Agents and Subject Matter Experts

This blog is Part 1 of the Five9 UC Integration blog series. Read this blogpost to see how Five9 UC Integration comes into play to bridge the gap between contact center agents and subject matter experts in real time.

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.

Reimagine Self-Service to Give Customers the Experiences They Expect

AI & Automation

There are lots of brands out there, and customer service is among the top reasons customers choose one brand over another. In fact, 98 percent of respondents in the same Five9 CSI survey recognize this and see customer experience as crucial for their business to retain customers.

Peter Milligan Senior Product Marketing Manager

Global Scale Vs. Product Velocity: Not an OR but an AND for Five9 CCaaS

At a time when the contact center has become the front door for many businesses, Five9 is helping our customers meet new service demands and provide the excellent experiences that consumers have come to expect.

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.

7 old rotary telephones in red, orange, blue and grey

How a Beloved ‘80s Song Evokes a ‘New CX Wave’

Webinars & Events

New kid on the blog Mark Plant from the EMEA Five9 Partner Marketing team talks about the inaugural Five9 EMEA summit alongside an old favorite song:

Five9

customer service woman, smiling at a computer screen

When Is Self-Service The Answer?

Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:

Darryl Addington Director, Product Marketing

Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

person smiling at a computer screen, wearing a headset

Self-Service Use Case in Action - Auto Attendant

AI & Automation

Five9 IVA proved to be an ideal solution to help IQVIA provide a better customer experience. It was deployed for IQVIA as an auto attendant to allow customers to simply say what they were calling about. This flat menu significantly reduced the effort required from customers and resulted in a much higher percentage of correctly routed calls.