Five9 Blog

Gain new perspectives on AI, CX, and cloud technology here on our blog. With new contact center blogs and best practices, Five9 continually offers industry guides and tools for customer experience to provide new insights to your customer service team.

The Benefits of Personalized Customer Service

Most customers can tell within seconds whether a company knows who they are. Not because the agent says their name, but because they don’t have to repeat themselves, the context from their last interaction carried over, and the response they get actually fits their situation. That experience isn’t guaranteed. But increasingly, it’s the thing that determines whether a customer stays one or not.

Kenzie Fitzpatrick Content Strategist

Voice AI Agents with composite images and charts

The Missing Data Layer for Agentic AI — and Why It Comes from Humans

Every executive on earth is asking the same question right now: how do we deploy AI agents? Very few are asking the question that actually determines the answer: where will the training data come from? 

Jonathan Rosenberg

Jonathan has dedicated his career to transforming the telecommunications industry, and before Five9, he was CTO for the Collaboration Technology Group (CTG) at Cisco. Jonathan is also well known for his authorship of the SIP protocol, which is the foundation for modern IP-based telecommunications. Prior to Cisco, Rosenberg was the Chief Technology Strategist at Skype, where he guided the company’s technology strategy.

Upgrade with Confidence: Five9 Is Certified for the ServiceNow Australia Release

Delivering exceptional customer experiences (CX) isn’t just about having the right tools; it’s about ensuring those tools work together seamlessly. Agents need a unified, intelligent workspace that empowers them to resolve issues quickly, efficiently and empathetically. That’s why Five9 and ServiceNow have built this partnership around a shared commitment of removing operational friction and bridging the gap between your contact center and your core system of record.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

How to Create High-Quality Scorecards for Your Contact Center

Learn how to build a contact center scorecard in 5 steps. Includes scorecard templates, metrics examples and best practices for monitoring agent performance.

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.

A patient meeting with a doctor on a blue background with iconography.

What Your Patient Access Center's Scheduling Workflow Is Actually Costing You

A patient needs to see a cardiologist. Her physician sent the referral two weeks ago. She’s called the patient access center three times. Each time, she’s waited more than four minutes on hold. Each time, she’s repeated the same information she gave on the call before.

She still hasn't booked the appointment.

Paresh Joshi Senior Product Management Director

Paresh is a visionary product leader with 20+ years of experience building and scaling enterprise-grade technology products. He loves working closely with customers and cross-functional teams. He has built multiple products ground up driving million dollar revenue streams. At Five9 he owns a multi-product portfolio including industry vertical and platform product strategy driving Al-infused customer journeys.

Agent with illustrations showing agent assist and AI summary to reduce agents switching tools

The Hidden Cost of System-Switching: How Frontline Friction Quietly Erodes CX

System-switching in contact centers quietly drives up effort, increases handle time, and hurts CX by forcing agents to navigate fragmented tools instead of helping customers.

Alicia Smith Director, Content Strategy

Alicia Smith is a content strategist with 20+ years of B2B technology marketing experience, specializing in AI, customer experience, messaging strategy, and thought leadership that helps organizations communicate innovation with clarity.

Agent being assisted by AI to deliver better customer experience

5 Reasons Why Human-AI Collaboration is Your New Competitive CX Advantage

Learn how human-AI collaboration with Five9 Agent Assist improves CSAT, reduces handle time, and empowers contact center agents to deliver better CX.

Alyson Ginesta Sr. Product Marketing Manager

As Sr. Product Marketing Manager at Five9, Alyson focuses on the intersection of agentic AI and agent empowerment in CX. With prior experience at Microsoft helping organizations leverage AI for competitive growth, she champions a future where technology amplifies the humans behind every customer interaction.