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.

Video API Access

How to access your Studio 7 account programmatically using APIs

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How to Stay Ahead in CX: 5 Predictions for the Future of Contact Center

Discover the top 5 contact center predictions for 2022 that will help your enterprise stay ahead of customers’ expectations and reimagine your customer experience.

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Video (Customer) Why Cloud

Hear Five9 customers dispel myths about the cloud and explain its many benefits, including exceptional voice quality, ease-of-use, flexibility, robust reporting, and more.

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Workforce Optimization Product and Market Report

Report Workforce Optimization Product Market Report

Most enterprises understand that they’re increasingly competing on the ability to deliver exceptional customer experiences. To help provide these great experiences, they're investing in contact center initiatives like workforce optimization (WFO) to more effectively engage agents and improve customer service.

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The Aragon Research Globe™ for Intelligent Contact Centers, 2020

Report Opus Research EIA

Opus Research evaluated 13 solution providers to better understand enabling platforms and technology, integration points and scalability, track record and future vision for enterprise-scale Conversational AI.

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Omdia Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2020–21 Screenshot

Report Omdia Decision Matrix 2020-21

Recognized as a Leader, customers rated Five9 at maximum levels in the areas of product usability, ease of integration, professional services, and deployment time, and above average in many more. Download the Omdia Decision Matrix to learn how Five9 measured up to other providers.

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Report Metrigy Metristar Award

Metrigy evaluated 19 WFO providers as part of its global 2021-22 Workforce Optimization and Engagement research study. The research firm analyzed data and qualitative commentary on adoption, drivers, technology partners, costs, and business success across a variety of WFO areas.

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Report Metrics Gap

When thinking about your CX strategy, do you factor in both customer satisfaction and agent experience? Though companies have plenty of data, most don’t have a comprehensive strategy for customer experience analytics. As customer expectations evolve, your strategies and success criteria need to adapt with them. Depending on where you are now, that could mean viewing traditional KPIs from a different angle or adding new ones — or both.

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ISG Provider Lens™ for Contact Center as a Service – CX, Global 2020 Screenshot

Report ISG Provider Lens for Contact Center as a Service CX Global 2020

The Global 2020 ISG Provider Lens evaluated 14 contact center as a service (CCaaS) providers to score their strengths, challenges, and competitive differentiators. Download the ISG Provider Lens to learn how Five9 measured up to other providers.

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Report Intelligent Virtual Agent Market

An important goal for most companies is to automate as many of the incoming and outgoing service interactions as possible to free up agents to provide value where they are most needed.

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IDC Technology Spotlight Workflow Automation Report Screenshot

Report IDC Technology Spotlight Workflow Automation

In this IDC Technology Spotlight report sponsored by Five9, IDC evaluates the impact workflow automation is making on the market today and how it will drive business’ technology investments in the future.

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Frost & Sullivan’s Contact Center Buyers Guide, North America, 2020 Screenshot

Report Frost Sullivan Contact Center Buyers Guide 2020

In this Buyers Guide Excerpt, "Harnessing AI to Power the Intelligent Contact Center"Frost & Sullivan provides an analysis of market trends and a profile of Five9, including a portfolio evaluation, key strengths, and customer recommendations.

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Frost & Sullivan Names Five9 a Growth and Innovation Leader in Latin America Report Screenshot

Report Frost Radar LATAM

Five9 has earned a position as a top performer in the Latin American CCaaS market in a benchmarking report from Frost & Sullivan.

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Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021 Report Screenshot

Report Frost Radar 2021

The Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021 benchmarks the North American CCaaS market for the enterprise, and Five9 ranks among the top performers. In their report, Frost & Sullivan analyzed 12 of the leading enterprise cloud contact center providers, and Five9 emerged among the top three across their Innovation and Growth indexes.

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Five9 Customer Service Index 2021: Retail and E-Commerce Edition

Report Five9 Customer Service Index Retail 2021

To help businesses better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey consumers about the state of customer service and support. This year, Five9 surveyed 2,048 consumers from seven countries across North America and Europe, ranging in age from 18 to 70+. The research revealed that in the COVID-19 era, customer service is more important than ever.

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Report Five9 Customer Service Index 2021

Five9 Customer Service Index 2021 survey reveals preferences vary by age, geography. To help businesses better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey 2,048 consumers in seven countries. Now in its fifth year, the Five9 Customer Service Index provides data and insights to help businesses better meet their customers’ changing needs and expectations.

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Five9 Customer Service Index 2020: Business Decision Makers

Report Five9 Customer Service Index 2020 BDM

To understand the current state of customer service, Five9 partnered with Zogby Analytics to survey business decision makers (BDMs) about the state of customer service and support. This report helps navigate the rapid digital transformation that the entire business community is experiencing. It focuses on BDMs and highlights their views of customer service and engagement from the executive suite.

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Five9 Rates Highest in Vendor Satisfaction among Customers Surveyed by DMG Report

Report DMG2021CBCCI

Five9 received the highest overall vendor satisfaction score in the DMG Consulting 2021/2022 Cloud-Based Contact Center Infrastructure (CBCCI) report. The report measures customer satisfaction and completeness of product features.

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Report Aragon Research Globe for Intelligent Contact Centers 2020

Identified as a Leader, Five9 received high strength ratings for its cloud offering, inbound and outbound focus, and Salesforce integration, among other features.

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Report Aberdeen Reimagine CX with AI Smartbite

Contact centers leveraging AI achieve significant YoY improvements across five key metrics.

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Report Aberdeen Reimagine CX with AI Checklist

A new report from Aberdeen Strategy & Research found that top-performing contact centers implement eight key activities to get the most out of AI capabilities.

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Report Aberdeen Reimagine CX with AI

Aberdeen surveyed 300+ contact center leaders around the world to identify the key trends and best practices shaping their activities.

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Infographic Why Now Is the Time to Move to the Cloud

This infographic shows why now is the time to move your Enterprise Contact Center to the Cloud and how to prepare for the change.

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Why Integrate Zoom Phone and Your Contact Center Infographic Screenshot

Infographic Why Integrate Zoom Phone and Your Contact Center

This infographic shows how integrating Zoom Phone and the Five9 Intelligent Cloud Contact Center allows your agents to deliver more seamless customer service and increase first contact resolution.

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Why Integrate Zendesk and Your Contact Center Infographic Screenshot

Infographic Why Integrate Zendesk and Your Contact Center

This infographic shows how integrating Zendesk and the Five9 Intelligent Cloud Contact Center allows you to deliver a more human customer service experience though a single-pane customer service and sales platform.

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Why Integrate ServiceNow and Your Contact Center Infographic Screenshot

Infographic Why Integrate ServiceNow and Your Contact Center

This infographic shows how integrating ServiceNow and the Five9 Intelligent Cloud Contact Center allows you to deliver a more human customer service experience though a single-pane customer service and sales platform.

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Why Integrate Salesforce and Your Contact Center Infographic Screenshot

Infographic Why Integrate Salesforce and Your Contact Center

This infographic shows how integrating Salesforce and the Five9 Intelligent Cloud Contact Center allows you to deliver a more human customer service experience though a single-pane customer service and sales platform.

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Why Integrate Oracle Service Cloud and Your Contact Center Infographic Thumbnail

Infographic Why Integrate Oracle B2C Service and Your Contact Center

Understanding your customers is more important than ever—especially the ability to do so through the Oracle B2C Service environment. Integrating Oracle B2C Service and the Five9 Intelligent Cloud Contact Center allows you to deliver a more human customer service experience though a single-pane customer service and sales platform.

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Why Integrate Microsoft Teams and Your Contact Center Infographic Screenshot

Infographic Why Integrate Microsoft Teams and Your Contact Center

This infographic shows how integrating Microsoft Teams and the Five9 Intelligent Cloud Contact Center allows your agents to deliver more seamless customer service and increase first contact resolution.

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Why Integrate Microsoft Dynamics 365 and Your Contact Center Infographic Screenshot

Infographic Why Integrate Microsoft Dynamics 365 and Your Contact Center

This infographic shows how integrating Microsoft Dynamics and the Five9 Intelligent Cloud Contact Center allows you to deliver a more human customer service experience though a single-pane customer service and sales platform.

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Inspire, Motivate, and Engage Agents

Workforce optimization tools enable you to engage agents wherever they work to enhance staffing, performance, coaching, and management. Improve customer experiences, engage and empower agents, and boost your bottom line.

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Infographic WFA

Leverage workflow automation to streamline your operations, boost efficiency, and improve process consistency in your contact center. Workflow automation empowers employees, eliminates repetitive work, improves revenues, and provides a better customer experience.

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Infographic Metric Gap

Closing the metrics gap means not only identifying the right metrics to measure success but committing to an end-to-end CX metrics strategy for voice of customer and agent performance.

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Infographic IVA

Most customers prefer self-service when they need support. Give them immediate answers and quick service with intelligent virtual agents (IVAs) that can provide a more human customer service experience while making a positive impact on your bottom line.

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Infographic Five9 Making Customer Service a More Human Experience

From understanding what customers value most when they need assistance from your business to providing the type of service and support that inspires loyalty, it’s important to know what makes today’s customers tick.

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Why Organizations Are Moving to Cloud CX

 Meeting the needs of today’s customers starts with rethinking your business capabilities. Find out why moving to a cloud contact center is the logical path forward in a 21st-century marketplace.

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5 Ways Five9 Makes COVID Vaccine Communication Smarter, Faster & Easier Infographic Thumbnail

Infographic COVID

Delivering COVID-19 vaccines is an unprecedented challenge for healthcare providers, pharmacies, and other participating organizations.

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Infographic Agent Engagement

80% of customers say the experience a company provides is as important as its products and services. See how the right technology creates great agent experiences that empower them to deliver great customer experiences.

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Infographic Agent Assist

Agent assistance technology provides your agents with real-time transcriptions and summaries, targeted guidance, and knowledge base integration so they can provide exceptional customer experiences. Practical artificial intelligence (AI) improves average handle time, resolves issues faster, and improves your bottom line.

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5 Signs IVR to IVA Infographic Thumbnail

IVR vs IVA: Which is Right For Your Call Center

If you’re still using IVR technology that was developed 30 years ago, you’re likely no longer providing the level of self-service that customers expect. You’re also missing out on opportunities to increase your automation rates and reduce service costs.

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Impact of COVID-19 on Healthcare Contact Centers

Healthcare Contact Center 2022

It’s hard to imagine an industry more affected by COVID-19 than healthcare. Frost & Sullivan surveyed healthcare decision makers to discover how they’ve handled substantial change to their contact center strategies since early 2020.

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Five9 Solution Bundles

Five9 helps you deliver exceptional customer experiences while modernizing your contact center through the power and agility of the Five9 Intelligent Cloud Contact Center.

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Five9 Retail eGuide 2022

Explore nine innovative customer touchpoints to enhance customer-centric moments. From platforms that encompass a wide approach, such as social media platforms to those that empower 1:1 engagement, learn about opportunities to enhance your strategy.

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Five9 Customer Service Index 2020

The Five9 Customer Service Index 2020 provides data and insights to help businesses better meet their customers’ changing needs and expectations. For the 2020 study, over 1,000 survey respondents were prompted to base their responses on how their attitudes changed and the impact of the COVID-19 pandemic.

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Five9 Customer Service Index 2019

Five9 Customer Service Index 2019 Defining and Tracking Today’s Consumer Expectations and Behaviors with Customer Service – Survey Results

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3 Steps to Smarter, Faster, and Easier COVID-19 Vaccine Communication eBook Screenshot

eBook Workflow Automation

Distributing the COVID-19 vaccine to consumers is a critical step to overcoming the pandemic. They want to know when, where, and how to get their shots. Consumers have a lot of questions and expect the organizations administering vaccines to provide timely information and services across many different support channels. Effectively communicating with them is a major challenge, but doing it right is important for ending the pandemic, safeguarding consumers, and building loyalty.

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eBook The Future is Calling

Who’s answering your calls? Do your callers reach a self-service system powered by interactive voice response (IVR)? If so, you probably know there’s much more powerful technology out there that can provide a better customer experience.

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The Five9 Guide to Making Customer Service a More Human Experience eBook Screenshot

eBook The Five9 Guide to Making Customer Service a More Human Experience

In this eBook, we explore what customers really want from your business, how the right cloud contact center technology enables you to provide more human experiences across every aspect of their journey, and how these experiences can help you build their loyalty.

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