AI and Automation

[Video] Five9 Genius Introduced in Spring Release 2018

AI and Automation

Five9 Genius is designed to bring practical AI to the contact center, and is a core layer within the platform enabling pervasive intelligence throughout Five9 applications.

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.

Five9 Launches Five9 Genius Delivering Practical AI for the Contact Center

AI and Automation

Five9 Genius delivers practical AI for the contact center to create easier, smarter and personalized customer experiences.

Scott Kolman Senior Vice President, Corporate and Product Marketing

Scott Kolman is the Senior Vice President, Corporate and Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio. Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry. Prior to joining Five9, Scott held marketing leadership positions at Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications.

Q & A Discussion with Renowned Contact Center Expert Sheila McGee-Smith [Part 1]

McGee-Smith recently spoke at the Five9 2018 Sales Kickoff sharing her insights about the contact center industry and the 2017 forecast.

Five9

When it Comes to AI in Customer Service, Humans Still Reign Supreme

AI and Automation

Artificial Intelligence (AI) is making headlines as the hottest technology on the market for businesses. Many organizations are seeking

Colin Shaw

Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Colin is an international author of six best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Follow Colin Shaw on Twitter @ColinShaw_CX.

Answers to the AI Questions You've Been Too Afraid to Ask [Part 2]

AI and Automation

What can AI do? What can't it do? AI today falls into a sort-of catchall. Truthfully, AI is in a blank slate mode. The programs today can reach almost

Mayur Anadkat

Answers to the AI Questions You’ve Been Too Afraid to Ask [Part 1]

AI and Automation

Worried about the recent surge of artificial intelligence (AI), Chatbots and our impending botnet overlords? No need. Our sophisticated future tech is here

Mayur Anadkat

How AI Could Get It Wrong for CX

AI and Automation

Artificial intelligence (AI) is the future of customer experience (CX). Having machines that predict what customers do can only help CX, right?

Colin Shaw

Follow Colin Shaw on Twitter @ColinShaw_CX.

Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 2]

In case you missed it, last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff and then I sat down with her to discuss more contact center trends.

Five9

Multi-Layer Dispositioning for Social Care

By Ed Margulies A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems.

Edwin Margulies

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