Five9 Blog

Gain new perspectives on AI, Five9, CX, and cloud technology here on our blog. With new contact center and call center blogs, we continually offer industry guides and tools for customer experience to provide new insights to your customer service team.

Reimagine Self-Service to Give Customers the Experiences They Expect

There are lots of brands out there, and customer service is among the top reasons customers choose one brand over another. In fact, 98 percent of respondents in the same Five9 CSI survey recognize this and see customer experience as crucial for their business to retain customers.

Peter Milligan Senior Product Marketing Manager

Global Scale Vs. Product Velocity: Not an OR but an AND for Five9 CCaaS

At a time when the contact center has become the front door for many businesses, Five9 is helping our customers meet new service demands and provide the excellent experiences that consumers have come to expect.

Anand Chandrasekaran Executive Vice President, Product Management

Teamwork Makes the Dream Work – Five9 Certified as a Great Place to Work

Five9

Coming into my new role at Five9 back in 2019, I had a vision for the organisation. Part of that vision revolved around the people and culture and, ultimately, being certified as a Great Place to Work in the UK. Today, I am proud to announce we have received this certification.

Brian Atkinson Vice President & General Manager, Five9

Vice President & General Manager, Five9

How a Beloved ‘80s Song Evokes a ‘New CX Wave’

Events
Five9

New kid on the blog Mark Plant from the EMEA Five9 Partner Marketing team talks about the inaugural Five9 EMEA summit alongside an old favorite song:

Mark Plant Sr Partner Marketing Mgr

Mark Plant is the Senior Five9 Partner Marketing Manager for the EMEA Region.

How To Team Up With The Right Partners: Lessons From March Madness

Five9

As I once again was invited to join numerous March Madness pools, it made me think about how a company picks a business partner amongst the myriad choices. Deciding on which pool to join can seem daunting. Below I share three key decision criteria when deciding on who to team up with:

Walt Rossi VP Business Development

Walt Rossi is responsible for Five9’s ecosystem of technology partners and strategic alliances. Since joining Five9 in 2014, Walt has built partnerships with leading companies including Salesforce, Oracle, Microsoft, Zendesk and ServiceNow influencing over half of Five9’s new business. Before joining Five9, Walt has led marketing and business development teams for rapid growth companies including IBM/Demandtec, HP Software, Questra, Valdero, Kana, and Teredata. Walt holds a B.A.

When Is Self-Service The Answer?

Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:

Darryl Addington Director, Product Marketing

Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

The Importance of Omnichannel CX Design – How to Engage and Empowered Cross-Functional Teams

Employee Engagement

Have you ever urgently needed written information from a bank to apply for a home loan just to wait on hold after calling the bank’s help line? After what feels like forever, you are finally connected to a representative but as luck would have it, they aren’t authorized to type a letter on the bank’s letterhead.