Contact Center Resources: Get to Know the Five9 Cloud

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.

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.

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:  

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. 

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: 

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

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.   

With the Five9 Adapter for Zendesk, you can digitally transform your service organization and deliver a world-class experience for every customer interaction.

• 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.

• 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.

The information systems that we use to capture and measure the patient experience are designed to document the quality of the interactions that take place between patients, providers and staff. However, the patient experience is significantly impacted by the impact of inaction and the steps not taken – the phone calls that are not returned and the information not provided.

We all know the CX technology eco-system is vast. So how do you ensure all the parts are working well together to deliver the best customer experience. Join us to learn how you can identify broken IVR segments and dead-end call flows, create test scripts, and diagnose issues across your CX landscape via the new user-friendly testing solution: Five9 Razor. 

Genesys Engage and PureConnect users are in good hands with Five9. We have many former Genesys technical staff who bring the experience necessary for Five9 to offer its Liftoff program to smooth that transition.

At the rate of 26% YoY, customer communication preferences are shifting toward digital channels and, while voice is the channel of choice for many, according to the Five9 Customer Service Index, you can’t afford to wait any longer.  

If you are struggling to build an omnichannel strategy, this webinar is for you.  

Join this 30-minute conversation with Opus Research Senior Analyst Scott Baker and Five9 Director of Technical Marketing Erin Wilson as they outline the crucial tools you need to effectively connect with your customers across all channels.  

Customers provide valuable information every day, you just might not know it. Competitive intelligence, messaging feedback, campaign performance, and product feedback data are often hidden among your contact center interactions. If you can’t identify, access, and share this data, your organization misses an opportunity to better learn from and serve your customers and agents. 

According to Gartner 72% of CX leaders report that their organizations still do not fully understand what drives their customers’ behaviors and attitudes, despite their access to data.