AI Blueprint for Contact Center Readiness Download Now
2026 Five9 Customer Success Book Download Now

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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Five9 Recognized in MetriRank 2025

Recognized as a top CCaaS leader in Metrigy’s 2025 MetriRank report, Five9 delivers the Power of More—more customer satisfaction, more agility, more results. With AI innovation, an intelligent CX platform, and a customer-first approach, we help organizations elevate every interaction through connected, AI-powered experiences that drive measurable business outcomes. 

  • Recognized CCaaS leader in MetriRank 2025
  • AI innovation powering intelligent CX experiences
  • High customer sentiment and business success scores
  • Pure-play focus delivering faster, smarter results
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2025 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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Study
Business Leaders CX Report

2025 Business Leaders CX Report

What does the future of customer experience look like through the eyes of CX leaders? In this exclusive Five9 report, we surveyed 400+ global business decision makers—and uncovered key gaps between what leaders think customers want and what customers actually expect. Learn how AI, automation, and evolving agent roles are reshaping service—and how to align your CX strategy for 2025.

What you’ll uncover: 

  • How AI, automation, and self-service are transforming CX
  • The evolving role of agents in high-value conversations
  • The disconnect between CX priorities and customer expectations
  • Key investment priorities and operational pain points

 

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RIT

RIT Case Study

Founded in 1829 and internationally recognized, Rochester Institute of Technology (RIT) has more than 15,000 undergraduate and 3,000 graduate students in nine colleges. RIT wanted to improve its customer service experience and was in the process of transitioning the information and technology services (ITS) to a one-stop shop where it could provide a rich campus experience.
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Case Study
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Regent University Case Study

Regent University wanted to improve its communications channels and scale to meet growth goals. With Five9, they were able to move to the cloud with ease and scale on demand, enable an omnichannel experience so students could interact on their channel of choice and leverage workforce management and workforce optimization to improve agent scheduling and efficiency.

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Case Study
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NJ 2-1-1 Case Study

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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Case Study
Five9_CaseStudy_NextRep_R2

NexRep Case Study

Learn how NexRep operates outsourced full-service call centers that provide multichannel customer service and direct response sales for hundreds of enterprise companies across multiple industries. For more than 16 years, NexRep has turned to Five9 to power its technology transformation.
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Case Study
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KAR Case Study

Receiving over 570,000 calls a month, RoundPoint Mortgage is one of the nation's largest, fully integrated, non-bank mortgage servicing companies with offices located in Fort Mill, SC and Dallas, TX. RoundPoint moved to the cloud from its on premises contact center solution to provide white glove services to customers.
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Case Study
Five9_Case_Study_JacksonHewitt_r2

Jackson Hewitt Case Study

Read the case study to learn how Jackson Hewitt was able to scale quickly, improve agent performance, and effectively coach agents, forecast staffing during volume spikes, and provide transparency into agent activities and leverage data to improve the customer experience.
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Case Study
Ian Williams

Ian Williams Case Study

Ian Williams is one of the largest privately-owned property services companies in the UK, specializing in the social housing, education, and commercial sectors. The contact center is the “shop window” of the company and plays a pivotal role in the daily provision of services to its customers. Ian Williams was burdened with a legacy system that no longer met the needs of the business and wanted to move to a cloud contact center solution that could integrate with its job management system, ensure business continuity, provide robust reporting, and deliver an exceptional customer experience.
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Case Study
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Hoglund Case Study

Hoglund handles over 6,000 net new calls on a daily basis and realized they would not be able to handle the call flow. Streamlining the contact center experience Hoglund moved the entire office to Five9 with amazing results within months of deployment.
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Case Study
Gonzaba Case Study Screenshot

Gonzaba Case Study

Gonzaba Medical Group (GMG) had a problem. Patients of the healthcare provider, which has delivered comprehensive services in the San Antonio region for over 60 years, had to wait on hold for extended periods of time when they needed assistance. GMG also had challenges with its on premises legacy system and wanted to improve the efficiency of its contact center operations.
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Case Study
Five9 Case Study ConnectWise

Connectwise Case Study

ConnectWise empowers technology solution providers to succeed with software, services, and integrations. ConnectWise Assist offers white-labeled help desk services with highly skilled technicians responding to approximately 40,000 interactions every month.
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Case Study
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