Contact Center Resources: Get to Know the Five9 Cloud

Five9’s cloud contact center solution provides greater flexibility at a fraction of the cost of on-premise systems. Find out how Five9 can activate your business.

[PODCAST] 3 Big Changes for Contact Centers w/ Paul Liljenquist

Imagine playing in a basketball game with no scoreboard, no clock. Maybe you’d work really hard at first to beat the other team, but there’s no way of knowing how your hard work is paying off. You know you’ve made some baskets… but how many? How much time is left? Are you even winning? Are your plays working?

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[PODCAST] Send in the Cloud: Work Better Remotely w/ Scott Kolman

Agility in the workplace is needed now more than ever. In a time of so many employees working from home, the benefits of the cloud are undeniable.

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[PODCAST] The Customer Service Dream Team – Myth or Reality? w/ Paul Selby

Customer service has come a long way. It used to be that if a customer needed help, they had to either make a phone call, or come into your physical building. Customers are leery of coming into contact with anybody if they don’t have to.

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[PODCAST] Developing a Maniacal Customer Focus w/ Jake Butterbaugh

Are you working on initiatives to make sure that you’re accessible and easy to do business with? Jake Butterbaugh says if you meet these three needs, you’ll be well on your way to delivering great customer service.

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[PODCAST] ‘Call Center Agents Are Always Miserable’ & Other Contact Center Lies w/ Erin Wilson

Lies or truths? 1.) “Work and fun don’t mix.” 2.) “Call center agents should be miserable.” 3.) “On-prem is more reliable than the cloud.”

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[PODCAST] 3 Proven Ways to Master the Customer Journey w/ Kerry Bodine

There’s been a resurgence in the focus on CX in recent years. A lot of businesses contribute it to millennials. But, in reality, good CX transcends generations. Turns out, everybody wants a better customer journey.

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[PODCAST] Prioritize People and Humanize Your Business w/ Nick Delis

How many nights a year do you stay in a hotel? For a lot of us, not many. For Nick Delis, who was a guest on the That’s Genius! podcast recently, the answer is over 150 nights. Half the year.

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[PODCAST] 2020: Customer Experience and the Contact Center

The contact center is the front door to every eCommerce business. And, you typically only get one chance to answer that door with a fantastic experience or risk losing that customer for good.

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[PODCAST] 2019: The Year of Growth, Human Experience, and Industry Redefining Technology w/ CEO Rowan Trollope

It’s a common frustration for any customer who just can’t seem to make their way through an outdated maze of AI to reach a real human for help.

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[PODCAST] Emerging Trends in Customer Experience and the Contact Center w/ Zeus Kerravala

One bad experience. That’s all it takes to lose the loyalty of the modern buyer. And, unfortunately, most of those bad experiences can be directly linked to a lousy customer service encounter.

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[PODCAST] Reinforcement, not Replacement: The First 90 Days at Five9 w/ Anand Anand Chandrasekaran

Let’s quit resisting AI, and embrace it for what it really is. Not a replacement, but a reinforcement.

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[PODCAST] Acquisitions and APIs: The First 90 Days at Five9 (pt 1) w/ Anand Chandrasekaran

You know when you start a new job and you get a learning period? That time where you soak in knowledge and just sort of figure out what is going on? Anand Chandrasekaran didn’t get that.

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[PODCAST] How to Balance AI With the Need for Human Interaction w/ Stephen Fioretti

While it’s true that AI is developing rapidly, maybe, just maybe, our fears about the irrelevance of humanity are just a bit to premature?

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[PODCAST] How AI is Creating Call Center Super Agents pt 1 w/ Stephen Fioretti

Once upon a time, people worried that ATMs would eliminate the need for human tellers. Well, there are still like 300,000 bank tellers today. So, why do people worry that AIs are going to eliminate call centers?

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[PODCAST] Why AI is Overhyped, But Underused w/ Brian Atkinson

Everyone’s got that buzz-term that they’re sick of. That they’d be fine if they never heard again. On a recent episode of the That’s Genius! podcast, Brian Atkinson talked about his role in the EMEA marketplace, partner ecosystems, and shared his least favorite buzz term. What was it?

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[PODCAST] 3 Trends to Watch in the Travel Personalization Industry w/ Mark Jordan and Richard Crowther

With our modern on-demand mentality, it’s sometimes difficult for travel websites or apps to give us exactly what we want. As travel service providers, we want to customize the user’s experience as much as possible, but also keep the cost down.

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[PODCAST] What You Need to Know About Latin America’s Cloud Technology Landscape w/ Raphael Spinelli

Latin American countries tend to be 4 or 5 years behind developed regions in adopting new technology. Nonetheless, there is a growing interest in improving customer experience through cloud services. Raphael Spinelli, CEO of Optimi Solutions, fills us in on the current landscape of cloud tech in Latin American countries.

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[PODCAST] Why You Should Consider a Customer Advocacy Program w/ Cindy Seto

What exactly is customer advocacy? It can be a little difficult to define.

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[PODCAST] Everything You Need to Know About Continuous Release Marketing w/ Ryan Kam

“What was true six months ago, is no longer true today.” Isn’t that the truth. Modern marketers can no longer depend on specializing in one discipline. You have to understand every touchpoint in the customer’s journey to be really successful.

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[PODCAST] Why It’s Time to Get Serious About the Customer Experience w/ Nitin Badjatia

What’s your most standout “customer experience” experience? Maybe you think of a fantastic interaction you had with a company. One where they went above and beyond. But more than likely, you think of a time when you were drug over the coals. Given the runaround.

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[PODCAST] Getting Real with the Five9 Summer Interns

Deep in the trenches of getting their degrees, and ready to prove themselves, today’s interns run the gamut when it comes to backgrounds and roles. While I can’t speak to what intern life is like at Dunder Mifflin, or any other company, our most recent episode of the That’s Genius! podcast features 3 of our summer interns.

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[PODCAST] Debunking Myths About Migrating to the Cloud w/ Patrick Watson

What’s the #1 reason why you haven’t moved to the cloud? It’s different? It’s scary? It’s a lot of work?

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[PODCAST] You're Deploying AI Wrong and Here's How to Fix It w/ Rowan Trollope and Jonathan Rosenberg Pt. 3

Join us for Pt. 3 of our conversation with Five9 CEO, Rowan Trollope, and Five9 CTO and Head of AI, Jonathan Rosenberg, on That's Genius.

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[PODCAST] You’re Deploying AI Wrong and How to Fix It Pt. 2 w/ Rowan Trollope and Jonathan Rosenberg

A contact center agent that has these two superpowers: They know all the answers AND don’t have to do any typing.

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That's Genius! Podcast with Rowan Trollope and Jonathan Rosenberg

[PODCAST] You’re Deploying AI Wrong and Here’s How to Fix It Pt. 1 w/ Rowan Trollope and Jonathan Rosenberg

Rowan Trollope, our CEO at Five9, and Jonathan Rosenberg, CTO and Head of AI, came on this week’s episode of That’s Genius!, and here’s what they said: Think about how you can strategically place AI to be helpful instead of just inaccurate.

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[PODCAST] How the Contact Center is Poised to Change in the Next Five Years, Pt. 3

Check out more of Rowan Trollope's thoughts on the intersection of AI and humans in contact centers by listening to the latest episode of That’s Genius!

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[PODCAST] Why Contact Centers are Choosing Cloud Technology for Scalability, Stability, and Unparalleled Customer Experience

Consider a retailer, like Nordstrom. They'll let you return an item, no questions asked. That level of customer experience is pretty unique.

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[PODCAST] Unleash Your Contact Center Data and Unleash Extraordinary Customer Experience

Contact centers are a wealth of data. But unfortunately, they're not always utilized that way. And more importantly, those insights are rarely used to deliver a great customer experience.

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[PODCAST] The Future of the Contact Center is at CX Summit '19

The contact center is set to change more in the next 5 years than in the past 25. Are you prepared for that?

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[PODCAST] Why Culture Isn't a Philosophy - It's a Daily Activity

Company culture. You’ve probably already seen that topic in your feed today. Here’s the deal: Company culture isn’t a philosophy. It’s an activity.

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That's Genius Podcast with Rowan Trollope

[PODCAST] How the Contact Center is Poised to Change in the Next Five Years with Rowan Trollope, Part 2

On today’s episode of That’s Genius! podcast, Michael Rose continues his interview with Five9 CEO, Rowan Trollope, as they discuss what the future holds for the contact center in an increasingly automated world.

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[PODCAST] How AI Will Provide the Ultimate Contact Center Experience

When you think “contact center,” you probably think of static scripts. And being put on hold. But all that is about to change.

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[PODCAST] The 2 Questions You Must Ask Yourself Before Launching Any AI Product

What’s the strategy? A simple, but unmissable question for every product launch.

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[PODCAST] Outstanding Customer Experience Is Way Simpler Than We Make It Out To Be

Have you turned the “customer experience” into complex calculus? When it should really be more like 2nd grade math? Maybe even simpler?

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[PODCAST] How the Contact Center is Poised to Change in the Next Five Years with Rowan Trollope

Is your AI intuitive enough that customers actually look forward to engaging with your call center? If not, don’t worry. They will be--it’s only a matter of time.

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Datasheet Five9 Workforce Optimization

With Five9 WFO, you can manage your contact center more effectively, streamline your operations, and deliver exceptional customer experiences with powerful tools. Read this data sheet to learn more.

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Streamline Operations with Five9 Workflow Automation

Five9 Workflow Automation aggregates information, provides comprehensive views of data and performance, and automates sophisticated, cross-platform workflows and reactions based on the data and events being aggregated.

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Five9 WFO Recording Data Protection Datasheet Screenshot

Datasheet Five9 WFO Recording Data Protection

The Five9 WFO solution has a powerful protective layer of security that prevents exposure of valuable customer data. It supports efforts to meet regulatory compliance concerns and data privacy standards.

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Datasheet Five9 Virtual Voiceover

Five9 Virtual Voiceover enables you to generate lifelike text-to-speech on the fly, significantly reducing the time and expense of producing high-quality voiceovers for intelligent virtual agents (IVAs).

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Five9 Virtual Assistant Datasheet Thumbnail

Datasheet Five9 Virtual Assistant

Five9 AI takes advantage of the latest technology to allow organizations to automate interactions with customers via Five9 Virtual Assistant and help agents deliver a more human experience.

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Datasheet Five9 Video

Five9 Video enables customers to use their mobile device to share what they’re seeing with an agent who can quickly diagnose the problem, annotate the video feed, and guide them to the solution in real time.

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Five9 Supervisor Plus Datasheet Screenshot

Datasheet Five9 Supervisor Plus

Five9’s Supervisor Plus gives supervisors access to real-time data and the ability to customize their experience, making it easier to monitor and motivate staff and manage contact center resources.

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Five9 Secure Payment Capture Datasheet Screenshot

Datasheet Five9 Secure Payment Capture

In addition to being essential for fielding service questions, contact centers must also securely handle protected personal information (PPI), payment card information (PCI), and additional regulated data. As data protection and security standards continue to evolve, organizations must figure out ways to capture payment information to help customers while also staying compliant to avoid large fines.

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