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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Power Fluid Customer Experiences

Create the most personalized and efficient service journeys possible. Allow customers to move across channels and between virtual and live agents seamlessly, powered by advanced artificial intelligence.

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5 CX Trends for 2023

Join our fireside chat, as industry experts look back at 2022 and reveal five CX trends that will prepare your contact centre strategy for success in 2023.

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5 CX Challenges Facing Financial Services

Many financial services organizations struggle with pinpointing the challenges customers face. Learn how intelligent contact center solutions can help you boost customer satisfaction

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What We Can Learn About CX from the World of Sports with DP World Tour

When it comes to scaling customer experience, no one does it better than the sports industry. The DP World Tour has more than 45 stops in 25 different countries and engages more than 6 million viewers with onsite events, live feeds, social activations, as well as post-event content and engagement.

Join us as we sit down with the CTO of the PGA European Tour Group, Michael Cole, and learn valuable lessons and best practices about customer experience from one of the most elite sports organizations in the world.

Join this webinar to learn:

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How Canadian Companies Can Thrive with CX in the Cloud

Deploying cloud-enabled technology in your contact centre can help you deliver the experiences your customers want and the cost savings your organisation needs. Learn why more Canadian businesses are migrating to the cloud.

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5 Tips: Integrate Microsoft Teams into Your Contact Center

Five quick tips to accelerate resolutions and improve customer experiences by seamlessly connecting agents with subject matter experts in real time, anywhere in the organization, with Microsoft Teams and Five9.

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Forrester Research: The State of Cloud in Canada, 2022

Learn about the latest trends in enterprise cloud usage among Canadian enterprises.

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Datasheet Five9 Liftoff for Cisco Users

El programa Five9 Liftoff para Cisco ofrece a los usuarios de Contact Center Enterprise y Express una serie de capacidades para facilitar la transición de los sistemas locales a Five9.

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Five9 Emergency Services (E911)

Support agents with direct access to 911 services regardless of their work environment – whether it is at a high-rise apartment building or a neighborhood coffee shop.

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Five9 IVA Studio Data Sheet

Build conversational and engaging voice and digital IVAs by harnessing the power of the most advanced AI technologies.

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Engage Customers in Their Messaging Channel of Choice

Whether it’s using webchat, SMS/text, or social messaging apps, customers value the convenience and familiarity of messaging as a contact channel. Five9 Messaging enables your business to provide a consistent experience across the different messaging options, for both customers and agents.

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Five9 Transforms Business in the Retail Space

Retail companies around the world elevate their contact centers by moving to the cloud seamlessly with Five9. As these case studies show, Five9 leads the way to better CX while also creating a one-of-a-kind partnership.

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Can AI Technology Boost CX in Healthcare?

Learn how intelligent virtual agents (IVAs) allow healthcare organisations to improve patient call flows by automating simple processes, allowing agents to focus on high-value, personal interactions.

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Como inovar sua estratégia de atendimento ao cliente com IA e Canais Digitais

Junte-se à Five9 e Nuveto, para saber como as empresas estão alavancando as últimas inovações em tecnologia omnicanal e IA para transformar a jornada do cliente, personalizar as interações e aumentar a produtividade dos agentes.

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Fluid Customer Experience Powered by the Five9 Collaborative Intelligence Platform

When customers contact their favorite brands, they expect a seamless and effortless experience across self-service, digital, and voice. But many times, customers are made to jump through hoops to complete their journey. As a result, the customer experience is often disjointed and fragmented across various touchpoints, leaving them frustrated and leaving your brand in a negative light.  

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Frost Radar™ Report Names Five9 a Leader

Frost & Sullivan named Five9 as an Innovation and Growth Leader in the North American Enterprise Cloud Contact Center Market for 2022. The report notes Five9 strengths such as AI advancements and partner enablement.

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Shaping the Future of CX and AI: Breakthroughs or Breakdowns

Hear firsthand about their transformative CX journeys, groundbreaking strategies, breakthroughs, and lessons learned.

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Five9 Analytics

Unlock the business value of your data. Tailored to the unique needs of contact centers, Five9 Analytics enables you to discover improvement opportunities so you can optimize performance quickly and easily.

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Five9 Number Reputation Management

Improve call answer rates and increase customer trust by identifying and correcting outbound numbers that are incorrectly labeled as spam or a scam.

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Aragon Research Names Five9 a Leader for 2022

Aragon Research Globe™ for the Intelligent Contact Center 2022 report ranks Five9 as a leader based on its omnichannel support, Salesforce integration, and the strength of its conversational AI capabilities.

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Five9 Reports Financial Results for Q3 2022

Five9 reported strong third-quarter results, with revenue growth of 29% YoY. Get insights on the three main drivers for our business, specifically the strength of our platform, our continued focus up-market, and the acceleration of our international presence.

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how to find automation opportunities in your contact center

Reimagine Customer Experience with Workflow Automation

Distributing the COVID-19 vaccine to consumers is a critical step to overcoming the pandemic. They want to know when, where, and how to get their shots. Consumers have a lot of questions and expect the organizations administering vaccines to provide timely information and services across many different support channels. Effectively communicating with them is a major challenge, but doing it right is important for ending the pandemic, safeguarding consumers, and building loyalty.

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Informe técnico: La nube de Five9 está lista para su contact center de Genesys

Los usuarios de Genesys Engage y PureConnect están en buenas manos con Five9. Contamos con muchos antiguos técnicos de Genesys que aportan la experiencia necesaria para que Five9 ofrezca su programa Liftoff para facilitar esa transición.

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Five9 IVA in Action: Appointment Scheduling

Use intelligent virtual agents to handle common healthcare consumer requests. While you can’t use an IVA for every request, using a virtual assistant for tasks such as setting appointments can help reduce the workload of your front-line agents.

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Five9 IVA in Action: Pharmacy Refill

Use a virtual agent to handle routine patient call-in requests to help your staff stay efficient and flexible. See how Five9 IVA handles a patient’s refill request, schedules an appointment, and answers common questions.

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Five9 Cloud está preparado para su Contact Center de Cisco

Los usuarios de Cisco Contact center Enterprise y Express están en buenas manos con Five9. Contamos con muchos antiguos dirigentes y personal técnico de Cisco que aportan la experiencia necesaria para que Five9 ofrezca su programa Liftoff para facilitar esa transición.

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Solving Communication Complexity with Five9 and Zoom

Boost productivity and efficiency by empowering agents with the resources they need to succeed. With Five9 and Zoom, leverage an ecosystem combining your contact center and unified communications.

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Five9 Professional Services

Five9 Professional Services is a team of trusted advisors committed to your success that provides expert guidance at every step of your journey. They work with you to create a contact center that expertly meets your organization’s specific business requirements while exceeding expectations.

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Five9 Razor Automated Testing

As evolving customer needs force your contact center to move faster, there’s a new way to keep pace. Learn how Five9 Razor can help you boost productivity while enhancing service consistency.

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Agent and Supervisor Demo Product Tour

Experience the simplicity of building interactive virtual agents, during this interactive tour of Five9 Studio.
Create self-service tasks, customer-facing bots, and engaging, AI-powered natural language voice experiences all from this easy-to-use application.

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Product Tour Studio Demo

Experience the simplicity of building interactive virtual agents, during this interactive tour of Five9 Studio.
Create self-service tasks, customer-facing bots, and engaging, AI-powered natural language voice experiences all from this easy-to-use application.

Watch Product Tour

Agent Assist Demo Product Tour

Reduce training and handle times by providing real-time coaching and guidance to your agents. Explore how Five9 Agent Assist uses real-time transcription, AI, and analytics streamline your live-agent interactions during and after the call.

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Higher Standards in Healthcare Revenue Cycle Management

Now more than ever, cloud-enabled technology can help healthcare providers retain and attract patients. Find out how much of a difference it can make in the billing cycle.

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Case Study Lake County

Established in 1956 as a state-certified public health department, the Lake County Health Department and Community Health Center of Lake County, Illinois manages an estimated budget of $70 million for 52 separately funded programs. The Lake County Health Department was using an on-premises contact center system and was in the initial stages of a five-year digital transformation strategy. However, when the pandemic hit, overnight, staff was sent home and due to the sudden spike in call volumes during the onset of the pandemic, they needed to implement the solution within 48 hours.

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Why CX Spending Plans Should Stay Bullish in 2023

Efforts to prioritize CX show no signs of slowing in 2023. Learn why in a webinar featuring Metrigy CEO & Principal Analyst Robin Gareiss and Five EVP of Service Delivery & AI Solutions Andy Dignan.

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Die Zukunft der Kundenbindung

Während der Pandemie nutzten die Kunden Selbstbedienungskanäle wie nie zuvor, und die Unternehmen, die mit Anrufen, E-Mails und Nachrichten überschwemmt wurden, mussten einen Weg finden, einen hochwertigen Service zu bieten, ohne die Mitarbeiter zu überfordern.

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Collaborative Intelligence E-book

As customer and employee expectations evolve, contact centers must adapt by providing intelligent customer service technology. Read this e-book to learn how collaborative intelligence develops an AI-powered workforce for today’s customers.

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Video Virtual Voiceover Demo

Five9 Virtual Voiceover reduziert erheblich den Zeit- und Kostenaufwand für die Erstellung von hochwertigen, individuellen Voiceovers für statische Self-Service-Skripte, die mit Intelligent Virtual Agents (IVAs) verwendet werden.

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Identifying Customer Frustration

 Enhancing customer engagement must involve identifying their frustration. In a special report, CCW Digital revealed some of customers’ most common pain points. We created an infographic to show you those findings.

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Report Five9 Customer Service Index 2021

Five9 Customer Service Index 2021 survey reveals preferences vary by age, geography. To help businesses better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey 2,048 consumers in seven countries. Now in its fifth year, the Five9 Customer Service Index provides data and insights to help businesses better meet their customers’ changing needs and expectations.

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Datasheet Blended Cloud Contact Centre

The Five9 Blended Contact Centre allows agents to move easily between both inbound queues and outbound calling lists. Blended components work together on our cloud platform as a single system, eliminating the gap between inbound ACD functionality and outbound dialers. CTI and CRM capabilities are integrated to provide a seamless solution for both your agents and customers.

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Brief Five9 Certified Caller Solution Brief

With the Federal Communications Commission (FCC) in the United States taking action to protect against robocalls, Five9 is taking a leadership position to ensure Five9 customers can confidently and securely make outbound calls.

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Case Study NJ 2-1-1

NJ 211 is a statewide network of local 211 information and referral providers for New Jersey. The organization needed work-from-home capabilities, the flexibility to scale, and a cloud contact center solution with web capabilities.

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Nutrisystem Moves to the Cloud and Cuts Technology Costs

Weight loss leader Nutrisystem moved its customer contact center from an on-premises setup to the cloud and almost immediately reduced its technology spending by 15%–20%.

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Eleva el CX con agentes virtuales inteligentes y WhatsApp

En este CX Spotlight, únase a un animado debate con Five9, MovigoO, WhatsApp, Vonage y Sonda para aprender cómo la integración con el Agente Virtual Inteligente y WhatsApp puede ofrecer experiencias de servicio excelentes, satisfacer las expectativas de los clientes y obtener resultados empresariales.

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Datasheet Five9 Reporting

The reporting data sheet provides an overview of the Five9 historical and real-time reporting and monitoring capabilities.

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Five9 Agent Assist

As interactions become more complex, use Five9 Agent Assist to empower your agents with real-time intelligence and automation, helping them become more effective and easily achieve the best outcomes.

Learn how Five9 Agent Assist can help your agents succeed and stay engaged.

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Five9 Fact Sheet

Five9, reconocido por ofrecer soluciones de Contact Center en la nube fiables, le ayuda a transformar su Contact Center para reimaginar la experiencia del cliente y obtener resultados significativos.

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