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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Canadian Healthcare Company Streamlines Customer Service with Five9

Serefin is a Canadian healthcare company that provides simplified access to better care.

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5 Ways BPOs Can Revolutionize Their Contact Center

BPO organizations facing challenges such as decreasing productivity and agent attrition are signs that they must transform their contact center. See how these BPO companies used Five9 to boost their business.

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Five9 Reports Q1 2023 Financial Results

Five9 reported strong first quarter results, with revenue growth of 20% YoY. View this infographic for insights on key trends and growth drivers that are fueling our performance.

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2023 Five9 Earns Metrigy MetriStar Top Provider Award

Five9 was awarded the top provider award for Contact Center as a Service Platform based on both customer ratings and quantitative metrics.

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Professional Services Company Visualizes Performance in Real Time

A global professional services organization serving multiple industries took a leap toward modernizing its operations. Since implementing Five9 Workflow Automation, the organization has increased productivity and lowered operating costs by eliminating manual monitoring and processes.

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Transform Your CX with the Intelligent CX Platform

Choosing a new contact center platform isn’t just about choosing technology. Find out how harnessing the power of people, platform, and partners can help you deliver a great experience to your customers and employees.

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Healthcare Technology Provider Delivers Personalized Member Services

Healthcare Technology provider whose technology connects hundreds of health vendors, benefits resources, and plan designs into one comprehensive health and wellbeing experience. Using Five9 and Salesforce integration to power next-generation of care.

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Hospitality Brands Improve Experiences with Agilysys 

A global technology provider for world-class hospitality brands, Agilysys modernized its contact center and improved efficiencies. The Five9 platform empowers Agilysys customers to deliver exceptional guest experiences. 

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Hospitality Brands Improve Experiences with Agilysys 

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How adHere Revived Its Call Center with Five9

With its call center on the verge of failing, adHere made a final rescue attempt. See how Five9 enabled the advertising agency to experience a massive jump in revenue.

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Intelligent CX: Boost Contact Center Results

In the contact center, using the right data at the right time has become imperative. The key to intelligent CX is collaboration between people and technology. See how to realize top-notch results through research-backed insights.

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Kyndryl Migrates 200+ Customers and 90K Employees to Five9

Months of planning and preparation with Five9 and the Kyndryl Digital Workplace Global Practice team had laid the groundwork to migrate nearly 90K employees and 200+ customer contact center locations within two months without a single issue.

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SumUp Kundenreferenz mit Babble

SumUp ist ein führender mobiler Point-Of-Sale (POS) Anbieter mit 14 Standorten weltweit und über 2.000 Mitarbeitern. Bis März 2020 war SumUp ein rein Standort-basiertes Unternehmen. Aufgrund des Pandemie-bedingten weltweiten Lockdowns stellte das Unternehmen allerdings sofort auf Remote-Working um.

In dieser Fallstudie erfahren Sie, wie Babble, Partner von Five9, SumUp bei der nahtlosen Umstellung auf Remote-Working zu Beginn des Lockdowns unterstützt hat.

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SumUp Case Study with Babble

Learn how Five9 premier partner, Babble, supported SumUp in seamlessly transitioning to working from home at the start of lockdown.

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Auxmoney Kundenreferenz mit Babble

Erfahren Sie, wie Babble, Partner von Five9, auxmoney dabei unterstützt hat, eine optimierte Kontoverwaltung bereitzustellen und somit ein besseres Kundenerlebnis zu schaffen.

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Auxmoney Case Study with Babble

Learn how Five9 premier partner Babble, supported auxmoney to deliver a streamlined account management service, and therefore deliver an improved customer experience.

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AI & Automation in the Contact Center: How Leading Firms Use Intelligent CX to Drive Success

AI is all the craze when it comes to planned technology investments. Aberdeen’s latest CX research shows that it represents the top technology contact center and CX leaders plan to invest in 2023.

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Healthcare Partner Grows Business with CX Upgrade

A healthcare partner delivering extensive support services moved from on-premises CX to the cloud and expanded its operations internationally with Five9.

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Break Down Data Silos and Drive Fluid Experiences with Five9 Workflow Automation

Join us to see Five9 Workflow Automation live in action and how it helps create exceptional customer experiences by allowing contact centers to seamlessly connect disparate systems, aggregate information, act on customer data and the context in real time, and trigger cross-platform workflows

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The Intelligent CX Platform

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How to Elevate Your Digital CX Strategy

Elevate your CX strategy and design more personalised experiences across various digital channels and live agents. With the power of advanced artificial intelligence, you can build interactions that unify the customer journey and exceed expectations.

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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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ISG Provider Lens™ for Contact Center as a Service – CX, Europe & UK 2022

The ISG Provider Lens™ quadrant report on contact center as a service (CCaaS) focuses on cloud-based platforms and contact center solutions in Europe and the UK. ISG ranked Five9 as a top CCaaS leader.

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collaborative_intelligence-contact_center_2023

Collaborative Intelligence: Changing the Contact Center

Contact centers are feeling more pressure than ever before to integrate their systems with cutting-edge technology. Learn the industry's top trends, the challenges inhibiting customer centricity, and how to make the most of your AI.

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Intelligent Call Centre Services from Onecom & Five9

Keeping track of all the digital channels your customers use can be tricky. See how cloud-enabled technology can transform your contact centre by delivering next-gen experiences to your customers.

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Intelligent CX: Deliver on the New CX Promise by Blending People & Technology

Watch this webinar featuring Aberdeen’s latest and groundbreaking research revealing the top technologies CX and contact center leaders plan to invest in 2023 and beyond.

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CCW 2023 - Bringen Sie Ihr Contact Center in die Cloud mit Five9

Michael Weiss, VP of Sales DACH bei Five9, präsentiert "Bringen Sie Ihr Contact Center in die Cloud mit Five9" im Rahmen der CCW 2023 in Berlin.

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CCW 2023 - How Five9 and Partners of the World of AI deliver on the CX Promise

Roland Lunck, Sr. Director of Channel Sales bei Five9, präsentierte im Rahmen der CCW 2023 in Berlin wertvolle Einblicke zum Thema "Wie Five9 und Partner der World of AI das CX-Versprechen einlösen". Erfahren Sie mehr darüber, wie das Five9 Partner Ecosystem Kunden helfen kann, ihre Geschäftsziele zu erreichen und ein außergewöhnliches Kundenerlebnis zu bieten.

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How to Manage and Measure Personalized Metrics with Five9 Analytics

Join us for a demo webinar where we'll walk through how Five9 Analytics can track and measure personalized metrics that matter to your business.

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Episode 0: A Blueprint for the Contact Center of the Future

Join Colby Clark as he interviews Blueprint for the Contact Center of the Future author, Erin Wilson, and learn why you shouldn’t rush into a contact center buying decision – or do it alone.

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Five9 Reports Financial Results for Q4 and Fiscal Year 2022

Five9 closed out the year with strong results for the fourth quarter and 2022. View this infographic for insights on key trends and drivers that are fueling our growth.

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Sample Chapter: Blueprint for the Contact Center of the Future

Blueprint for the Contact Center of the Future uses a metaphor of building your dream home as an approach to selecting a cloud contact center. To start your journey, check out a sample chapter.

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Why Organisations Are Moving to Cloud CX

 Meeting the needs of today’s customers starts with rethinking your business capabilities. Find out why moving to a cloud contact centre is the logical path forward in a 21st-century marketplace.

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From You Flowers Personalizes Service in All Channels

From You Flowers offers quick customer support on any channel the customer chooses: chat, email, or phone. It also prioritizes personalization to ensure each customer has the experience that’s right for them.

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Video The Power of AI and Automation in the Contact Center

AI and automation in the contact center can improve customer and agent experiences, reduce costs, and boost upsell and cross-sell opportunities. Use AI-driven assistance to elevate interactions and turn a customer return into an upsell opportunity.

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Aragon Research Names Five9 a Conversational AI Leader for 2023

The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center, 2023 report identifies key trends and capabilities driving contact center AI. Aragon Research ranked Five9 highest for conversational AI strategy among 15 providers.

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Inteligencia colaborativa en el Contact Center

A medida que evolucionan las expectativas de clientes y empleados, los Contact Centers deben adaptarse mediante una tecnología de atención al cliente inteligente. Lea este libro electrónico para saber cómo la inteligencia colaborativa desarrolla una fuerza de trabajo basada en IA para los clientes de hoy.

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Collaborative Intelligence im Contact Center

Da sich die Erwartungen von Kunden und Mitarbeitern weiterentwickeln, müssen sich Contact Center durch die Einführung intelligenter Kundenservice-Technologien anpassen. Lesen Sie dieses E-Book, um zu erfahren, wie Collaborative Intelligence eine KI-gestützte Belegschaft für die Kunden von heute bereitstellt.

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eBook CXMaturityModel

The contact center is your company’s new front door, and providing a consistently exceptional customer experience is essential. But set against a fast-moving technology backdrop, where does your business stand when it comes to CX maturity? How ready is your organization to capitalize on powerful new solutions that make it possible to completely reimagine CX and realize real results?

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Migration guide document titled "Made for More: Avaya Migration Guide" by Five9.

Made for More: Your Avaya Exit Plan

Say goodbye to legacy tech. Five9 makes it fast, low-risk, and cost-effective to move beyond Avaya and get more. With AI, cloud, and digital CX tools, Five9 helps you work smarter and serve better, right from day one.

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OceanFirst Bank Lifts NPS to 80 with AI-Driven CX from Five9

As OceanFirst Bank rapidly grew, it modernized its Customer Care Center with Five9 AI-powered solutions to improve routing, reduce wait times, empower associates, and deliver faster, more personalized customer experiences at scale.

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Bring Joy to the Student Experience

Among higher-education decision makers, 42% consider improving the student experience a top priority. Institutions can learn how to make that happen with cloud contact center solutions.

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Collaborate Better on Five9 IVA Studio

The Five9 IVA Studio design environment provides features to boost collaboration and productivity for IVA design teams. Get more visibility into previous edits and users editing the same task.

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Deploy FAQ Apps with Five9 IVA Studio

Learn how Google Dialogflow Knowledgebase integration on Five9 IVA Studio can enable developers to quickly deploy FAQ-style applications by simply pointing the Dialogflow agent to a web-based URL that contains a list of FAQs.

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Leverage Advanced Design Functions on Five9 IVA Studio

Learn how the JavaScript function on IVA Studio allows power developers to manipulate data and create their functions from scratch. Developers can parse, extract, and analyze input from users.

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Five9 Agent Assist

Five9 Agent Assist offre aux agents en direct un soutien et une automatisation en temps réel alimentées par l'IA, favorisant des conversations clients plus efficaces et productives, une satisfaction accrue des agents et de meilleurs résultats commerciaux.

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What’s Next: Contact Center Predictions for 2023

As we near the end of 2022, it is even more evident that change is truly the only constant.  From changes in leadership to changes in buying patterns and consumer expectations 2022 has seen it all.

Watch our fourth annual fireside chat with incoming Five9 CEO Mike Burkland and industry analyst Sheila McGee-Smith as they look ahead and reveal the five major contact center predictions that will allow you to make your customer experience work for real life in 2023 and beyond. 

In this webinar, Mike and Sheila discuss: 

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Ask the Experts: Help Put Your Employees First with a 1099 Workforce

Accelerated by the pandemic and the overarching desire for more work flexibility, more people than ever have left traditional 9-5 roles in favor of striking out on their own. In fact, 1099 employees or independent contractors now make up nearly 40% of the workforce. 

This fact is no surprise to Five9 customer, NexRep and their CEO Teddy Liaw, who has been pioneering this trend since 2009 when they were founded on the mission to positively transform the lives of people working within the contact center industry.

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