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.

People speaking on the phone, text says "evolution of the contact center"

Summer Series: Evolution of the Contact Center Wrap-Up [Part 5]

They say all good things must come to an end – and our summer series is no exception. Thank you to everyone who has journeyed with us over the last four weeks as we reflected on the contact center of the past, present, and future.

Scott Kolman Senior Vice President, Corporate and Product Marketing

Scott Kolman is the Senior Vice President, Corporate and Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio. Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry. Prior to joining Five9, Scott held marketing leadership positions at Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications.

A split screen showing a person on the left in a call center and a more modern version on the right. Text reads "Evolution of the contact center"

Summer Series: AI and the Contact Center of the Future [Part 4]

AI & Automation

Artificial Intelligence can be a game changer by taking the burden off the customer, enabling an amazing experience. AI is here – and soon will transform every part of the contact center.

Scott Kolman Senior Vice President, Corporate and Product Marketing

On the left are ethernet cables, plugged in. On the right is a man on his laptop, smiling at his phone. The text reads "Evolution of the contact center"

Summer Series: Cloud and the Contact Center [Part 3]

“Cloud” continues to be one of the top buzzwords we hear in technology. Cloud computing, cloud-based solutions, cloud applications – it’s all about the cloud and the contact center is not immune.

Peter Milligan Senior Product Marketing Manager

A group of people, sat casually smiling at the camera

Class of 2018 Interns: Summer in Review

I was lucky enough to catch up with my fellow summer interns and reflect on the last 12 weeks at Five9 headquarters. Here's a look at what we've been up to.

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.

Landline phone on the left, and a person speaking on a mobile phone on the right. Text says "Evolution of the contact center"

Summer Series: IVR Old and New for Improving the Customer Experience [Part 2]

Digital Engagement

In a perfect world Interactive Voice Response would have been obsolete for a long time already. Self-service has moved away from the phone to web. That being said, IVR can still be a very useful part of your customer’s journey.

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.

[Video] Five9 CEO, Rowan Trollope, Introduces the New Integration with Google's Cloud Contact Center AI and Five9 Genius

AI & Automation

The shift to the cloud is transforming the contact center and opening the door to the future of AI. As a result, we believe the era of great customer experiences is right around the corner.

Five9

How to Lose an Agent in 10 Days

Employee Engagement

Your agents are a reflection of your brand. It’s important to give them the training, tools, technology, and positive environment they need to do their job effectively. Keep your agents happy or you’ll risk losing them, sometimes even in less than 10 days.

Five9

Customer Service Blogs - Contact Centre Best Practices

Five9 Blogs

Summer Series: Evolution of the Contact Center Wrap-Up [Part 5]

Summer Series: AI and the Contact Center of the Future [Part 4]

Summer Series: Cloud and the Contact Center [Part 3]

Class of 2018 Interns: Summer in Review

Summer Series: IVR Old and New for Improving the Customer Experience [Part 2]

[Video] Five9 CEO, Rowan Trollope, Introduces the New Integration with Google's Cloud Contact Center AI and Five9 Genius

How to Lose an Agent in 10 Days

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