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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The Ivy Collection Boosts Conversion Rates by 20%

The Ivy Collection, a luxury hospitality group with over a century of legacy, is founded on delivering exceptional service.

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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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Unlock CX Potential with Gen AI-Powered Insights

See Five9 AI Insights in action in Part 1 of our CX Spotlight series. Discover how it harnesses the power of Generative AI to deliver faster, more accessible and actionable conversational insights than ever before. Experience firsthand how businesses are using AI to uncover why customers are reaching out, evaluate issue resolution effectiveness and identify opportunities where automation can proactively enhance customer service.

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The Roadmap to The New CX from Metrigy and Five9

Discover exclusive insights and strategies shaping the future of customer experience.

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Five9 AI Playbook: Is Now the Right Time?

We're only a month into 2025 and there's already been so much news on Artificial General Intelligence (AGI), AI Agents, DeepSeek - the list goes on.

While the thought of using AI in your contact center might seem daunting, it's how you approach implementation that matters most - answering questions like: Is now the right time? Is my organization ready? And, which technology makes the most sense for my company?

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The Ivy Collection Boosts Conversion Rates by 20%

The Ivy Collection, a luxury hospitality group with over a century of legacy, is founded on delivering exceptional service. With Five9 AI, they provide guests instant support, reduce reservation no-shows, and equip agents with tools to deliver the Ivy’s signature high-touch experience.

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Exact Sciences Achieves 45% Containment Rate

A global molecular diagnostics company focused on the detection of early-stage cancers, Exact Sciences needed a cloud contact center solution — fast. See how Five9 came to the rescue.

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Five9 Customer Success Manager

Deliver better CX outcomes with Five9 trusted experts guiding you very step of the way.

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Transforming Retail

Improve your retail customer experience by moving your contact centre to the cloud. Retailers rely on Five9 to improve customer satisfaction while improving employee engagement. Happy agents, happy customers.

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Transforming CX for Retail

Discover how leading retailers are overcoming key challenges like rising customer expectations, loyalty erosion, and the demand for seamless, personalised omnichannel experiences. This eBook highlights actionable strategies and demonstrates how Five9’s New CX uses Omnichannel, AI and automation to boost loyalty, elevate agents, and drive growth.

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Central Bank Cuts Call Volume in Half

Central Bank achieved an 80% success rate with NLP by implementing Five9 Intelligent Virtual Agent to promote self-service.

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Exact Sciences Achieves 45% Containment Rate

A global molecular diagnostics company focused on the detection of early-stage cancers, Exact Sciences needed a cloud contact centre solution — fast. See how Five9 came to the rescue.

Get Case Study

Alaska Airlines Moves to the Cloud and Improves CX

The airline needed to move from an on-premises contact centre to facilitate AI abilities, solidify its omnichannel capacity, and support its remote work strategy. Five9 delivered all of that and more.

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The Power of More with Generative and Agentic AI for CX

In a world where customer experience (CX) often feels fragmented and impersonal, Generative and Agentic AI are rewriting the playbook. In the new CX, humans and AI work together in powerful new ways to deliver more connected, personalized, and effortless interactions between customers and businesses.

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Lumexa Imaging Unlocks $4M in Untapped Revenue with Five9 AI

Discover how Lumexa Imaging transformed patient care and operational efficiency with Five9's AI-powered solutions, achieving faster service, cost savings, and increased revenue through intelligent automation and seamless integrations.

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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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Agilice su flujo de trabajo de seguros con Five9 AI Self-Service

Reduzca el volumen de llamadas redundantes aprovechando las herramientas de autoservicio de IA para que atiendan esas llamadas por usted.

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Optimieren Sie Ihren Versicherungsworkflow mit Five9 AI Self-Service

Nutzen Sie KI-gestützte Self-Service-Tools, um die Agenten von redundanten Routineanfragen zu entlasten.

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Five9 Customer Success Services

Ignite performance, accelerate success, and elevate your contact center with Five9 Customer Support Services designed to continuously optimize your Intelligent CX Platform and deliver stronger CX outcomes.

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Central Bank erhöht Effizienz mit intelligentem Support

Die Central Bank nutzte Five9 Intelligent Virtual Agent, um die Self-Service zu fördern und das von den Contact Center Agenten bearbeitete Anrufvolumen zu reduzieren.

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Central Bank gana en eficiencia con una asistencia más inteligente y optimizada

Central Bank aprovechó el Agente Virtual Inteligente de Five9 para promover el autoservicio, reduciendo drásticamente el volumen de llamadas gestionadas por los agentes de su centro de contacto.

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Exact Sciences erreicht 45% Containment Rate

Exact Sciences, ein weltweit tätiges Molekulardiagnostik-Unternehmen, das sich auf die Erkennung von Krebserkrankungen im Frühstadium spezialisiert hat, sah sich mit den Herausforderungen eines unflexiblen IVR-Systems, der mangelnden Skalierbarkeit und eines überwältigenden Anrufvolumens konfrontiert, die mit der vor-Ort installierten Contact-Center-Lösung verbunden waren. Five9 kam zur Hilfe.

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Exact Sciences logra una tasa de contención del 45

Exact Sciences, una empresa global de diagnóstico molecular centrada en la detección de cánceres en fase inicial se enfrentaba a los retos de un IVR inflexible, incapacidad para escalar y volúmenes de llamadas abrumadores con su sistema de contact center local.

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Alaska Airlines se pasa a lanube y mejora su CX

La aerolínea necesitaba pasar de un contact center local a facilitar las capacidades de IA, consolidar su capacidad omnicanal y respaldar su estrategia de trabajo remoto. Five9 proporcionó todo eso y más.

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Alaska Airlines setzt auf die Cloud und verbessert die CX

Die Fluggesellschaft musste von einem lokalen Contact Center wegkommen, um KI-Fähigkeiten zu ermöglichen, ihre Omnichannel-Kapazitäten zu stärken und ihre Strategie für Remote-Arbeit zu unterstützen. Five9 unterstützt all das und mehr.

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Mason Companies Inc Hits 95% CSAT

Mason Companies Inc, a 120-year-old retailer, transformed its contact center operations by adopting the Five9 Intelligent CX Platform. With AI-powered automation, omnichannel capabilities, and advanced quality management, Mason improved agent productivity and customer satisfaction while reducing operational inefficiencies.

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AI-Powered Solutions Drive 184% Revenue Growth for TruConnect 

TruConnect Communications partnered with Five9 to transform its customer service operations using AI Agent Assist, achieving faster responses, better service, and increased efficiency. 

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IAA, an RB Global Inc Company, Drives 52% Reduction in Attrition with Five9

IAA (Insurance Auto Auctions), an RB Global Inc Company, revolutionized its contact center operations with Five9, tackling challenges like high call abandonment, fragmented workflows, and limited digital channels. The result? A win for both customers and employees.

See how IAA achieved:

10% reduction in repeat calls
300% growth in chat and text utilization
52% reduction in attrition rates
Higher employee satisfaction and engagement

Discover how Five9 can transform your CX.

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IAA Drives a 52% Reduction in Attrition

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Mason Companies Inc Hits 95% CSAT

Mason Companies, a family-owned e-commerce and catalog retail leader, transformed its contact centers with Five9 to modernize operations, enhance customer service, and empower agents.

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Exact Sciences Achieves 45% Containment Rate

A global molecular diagnostics company focused on the detection of early-stage cancers, Exact Sciences needed a cloud contact center solution — fast. See how Five9 came to the rescue.

Get Case Study

Central Bank Cuts Call Volume in Half

Central Bank achieved an 80% success rate with NLP by implementing Five9 Intelligent Virtual Agent to promote self-service.

Get Case Study

Report detailing Lumexa Imaging and Five9 AI's revenue increase, with a woman in the background.

Lumexa Imaging Unlocks $4M in Untapped Revenue with Five9 AI

Get Case Study

Alaska Airlines Moves to the Cloud and Improves CX

The airline needed to move from an on-premises contact center to facilitate AI abilities, solidify its omnichannel capacity, and support its remote work strategy. Five9 delivered all of that and more.

Get Case Study

AI-Powered Efficiency for Open Enrollment Success

During open enrollment and other insurance industry peak periods, members experience faster resolutions and seamless support thanks to streamlined operations powered by Five9 AI agents. Reduce delays, improve customer satisfaction.

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The Five9 New Era of CX Awards 2024

Celebrate the outstanding achievements of our customers in delivering exceptional experiences for their customers and agents. Join us as we honor their passion, innovation, and dedication to excellence in customer experience.

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SumUp verzeichnet 50% weniger Anrufe mit Five9

Der globale Zahlungsabwickler SumUp konnte durch die Zusammenarbeit mit einem Partner, der Sprach- und IVA-Lösungen in verschiedenen Sprachen anbietet und gleichzeitig durch die Automatisierung von Arbeitsabläufen den Self-Service verbessert, das Kundenerlebnis optimieren.

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Five9 Agent Assist

Five9 Agent Assist empowers live agents with AI-powered real-time assistance and automation, driving more efficient and productive customer conversations, improved agent satisfaction, and better business outcomes.

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6 Ways Financial Services Is Realizing ROI from AI Investment

AI is reshaping customer service in financial services, driving faster resolutions, and deeper personalization. Learn the five proven ways industry adopters are turning AI investments into measurable ROI here at Five9.

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Beyond the Hype: Real AI Innovation for Transforming CX

View our webinar that goes beyond the hype of AI—focusing on real, actionable intelligence transforming the future of customer experience.

Learn how Generative AI is reshaping CX in leading contact centers and hear directly from Five9 customer Insurance Auto Auction (IAA) about their success with AI solutions.

What to Expect:

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Five9 Solution Brief AI for Financial Services

Five9 Genius AI for Financial Services

Deliver personalized, seamless customer experiences across every channel with AI tailored for your financial services organization – build trust, enhance engagement, and drive long-term loyalty.

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Financial Services, The New CX Starts Here

Financial services providers everywhere grapple with the challenges of delivering exceptional customer experience (CX). Fortunately, pivotal advancements in AI and Automation are now available. Read this E-book to learn how to apply AI innovation for your organization.

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The Customer-Centric Playbook for 2025: Aligning CX with Business Goals

In this session, CX expert Jeannie Walters will share actionable strategies for integrating CX deeply into your organization’s culture, turning it into a powerful engine for business growth. You'll gain practical tools to make CX a key part of your 2025 strategy.

What you'll learn:

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The New CX: Top EMEA Predictions for the Contact Centre in 2025

The contact centre is quickly becoming the front door to delivering exceptional customer experiences and, for many brands, represents “the face of the company.” As we approach the end of 2024, understanding the continued impact of Generative AI on emerging trends and challenges reshaping the contact centre industry in EMEA is more important than ever.

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Wie Finanzdienstleister ihre Customer Experience transformieren

Steigende Kundenerwartungen, innovative Fintech-Services und ein vielfältiges Produktangebot veranlassen Finanzdienstleister, ihre Contact Center umzugestalten.

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Seis formas de mejorar la experiencia del cliente en los servicios financieros

Las organizaciones de servicios financieros pueden obtener una ventaja competitiva si aprovechan la tecnolog.a basada en la nube para impulsar la eficiencia de los Contact Centers. Descubra c.mo lo lograron los clientes de Five9 y c.mo mejoraron al mismo tiempo su experiencia del cliente.

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6 Wege zur besseren CX für Finanzdienstleister

Finanzdienstleister können sich einen Wettbewerbsvorteil verschaffen, indem sie die Effizienz ihres Contact Centers mit Cloudgestützter Technologie steigern. Sehen Sie, wie Five9-Kunden dabei zugleich ihre CX verbessern konnten.

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6 Ways to Improve CX in Financial Services

Financial services organizations can gain a competitive advantage by leveraging cloud-enabled technology to boost contact center efficiency. See how Five9 customers did just that while improving their customer experience.

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