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.

What’s the difference between CPaaS, RPA and Workflow Automation?

AI and Automation

A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation. On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework.

Paul Cowman Senior Director of Digital Marketing

With over 15 years of experience in digital media, Paul Cowman heads up the demand generation team at Five9.

Fixing Customer Service w/ Rowan Trollope

AI and Automation

“Organizations are spending $275B a year as an industry to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” These are words that you want to hear from your CEO.

Michael Rose Senior Director, Brand and Corporate Communications

Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.

The Contact Center’s Turnkey Solution: Workforce Optimization from Five9

Employee Engagement

As contact centers move into a new decade, they cannot afford to ignore emerging technologies that can help them slide past the competition. In the new world of digital transformation and cloud-based solutions, workforce optimization is a tool that contact centers have to consider to stay competitive.

Ryan McCormick WFO Sales Consulting Manager

[ON-DEMAND WEBINAR] The Back to Business Challenge: 3 Ways to Win Back Customer Trust

Customer/Digital Engagement

While the COVID-19 pandemic created an unforeseen demand for call center services, organizations also faced an increase in agent unemployment - preventing customers from getting help at a time they most need it. As we look forward to the reopening of the economy this summer, how do we reengage customers and win back their trust?

Nicole Friedrich Marketing Specialist

Nicole Friedrich is a Marketing Specialist on the Demand Generation & Campaigns team at Five9. Prior to joining Five9, Nicole worked for various private companies and government agencies. Nicole graduated from Chapman University with a Master's in International Business Administration in 2017.

[PODCAST] Acquisitions and Applications: One Year of Success w/ Anand Chandrasekaran pt 2

The gig economy is really intriguing to me. Being able to turn work on and off at my leisure. Working when I feel the most creative or productive. One positive thing about the pandemic is that it’s accelerated telecommunication solutions - making it possible for many people to work when they weren’t able to before.

Michael Rose Senior Director, Brand and Corporate Communications

Five9 Delivers Voice Notification to ServiceNow Proactive Customer Service Operations

Employee Engagement

Business continuity is a priority as we return to the office, which is why we have worked jointly with ServiceNow to provide a proactive system for notification to ensure business longevity.

[PODCAST] The Power of the Five9 FastTrack Program w/ Casey Dunigan

Cloud

I don’t know what I’d do if my company wasn’t based in the cloud. I’m not even sure if I’d still have a job. I can tell you now that the cloud has quite literally saved companies from going under during this pandemic.

Michael Rose Senior Director, Brand and Corporate Communications

Five9 Blog

What’s the difference between CPaaS, RPA and Workflow Automation?

Fixing Customer Service w/ Rowan Trollope

The Contact Center’s Turnkey Solution: Workforce Optimization from Five9

[ON-DEMAND WEBINAR] The Back to Business Challenge: 3 Ways to Win Back Customer Trust

[PODCAST] Acquisitions and Applications: One Year of Success w/ Anand Chandrasekaran pt 2

Five9 Delivers Voice Notification to ServiceNow Proactive Customer Service Operations

[PODCAST] The Power of the Five9 FastTrack Program w/ Casey Dunigan

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