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.

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Five Levels of Contact Center Agent Augmentation

The evolution of the contact center will likely be similar to other industries where AI is automating manual activities like self-driving cars.

Rowan Trollope CEO

Rowan is a recognized Silicon Valley leader and has a depth of experience in software solutions and cloud innovation. He is a self-proclaimed geek and taught himself to program on a Commodore 64 at a local Radio Shack and holds a number of patents in computer security and operating systems.

Fueling Up Tanks with Great Customer Service

Digital Engagement

Mistakes happen, but that’s where businesses have an opportunity to create a positive experience and foster customer loyalty.

Left of image - black and white picture of a woman in an old contact centre, right of image: a modern picture of a person smiling with a headset on

Summer Series: Welcome to the Evolution of the Contact Center [Part 1]

In order to appreciate where we’re going, it’s important to look at how we got here. Over the next six weeks, we are going to reflect on the evolution of the contact center and take a peek into what the future holds.

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.

AI and the Future of the Contact Center

AI & Automation

Today’s modern contact center has a broader, more strategic role; namely to provide stellar customer experiences, drive up customer loyalty and increase revenue.

Rowan Trollope CEO

Blue background, text reading #GoogleNext18

Five9 Announces New Integration with Google Cloud Contact Center AI

Just like Google helps you find exactly what you’re looking for, Five9 Genius and Google Cloud Contact Center AI will help agents find exactly what the customer is looking for.

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.

Webinar: 5 Stepping Stones to Practical AI in the Contact Centre. Image of a woman wearing a headset.

[Webinar] 5 Stepping Stones to Practical AI in the Contact Center

AI & Automation

I will join Sheila McGee Smith, renowned contact center industry analyst, for a lively discussion about how you can prepare your organization to take the next step toward implementing practical, business outcome-driven AI capabilities in your contact center.

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.

[Video] Five9 Genius Introduced in Spring Release 2018

AI & Automation

Five9 Genius is designed to bring practical AI to the contact center, and is a core layer within the platform enabling pervasive intelligence throughout Five9 applications.