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.

The ‘Business Is Unusual’ Reality

Employee Engagement

In the past two weeks, "business as usual" has changed dramatically. In reality, it is "business is unusual." Yet, business continuity within the customer service segment is more critical than ever before.

Trisha Gouveia Senior Director, Integrated Marketing

A creative, passionate and highly accomplished leader credited with more than 25 years of industry experience combining leadership, event management and integrated marketing communications in the high technology sector.

[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.

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 Five Lessons the Coronavirus Taught me about Customer Service

There is no doubt that the COVID-19 virus is a crisis in which the world has not seen before. In addition to the difficulty world leaders, heath care professional and first responders are facing, there are also immense difficulties in properly servicing customers and enabling service teams.

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.

12 Years At Home: Tips from a Home-Working Pro

Employee Engagement

For many, working from home for the foreseeable future will be new. Not me. I’ve been working remotely for 12 years. And unlike most home workers, I’m not worried about children and pets noisily wandering into my conference calls. I live alone. Cabin fever and work focus are bigger tickets to me.

Jon Anderson Senior Director, Marketing

Jon Anderson has worked in contact center marketing for 25 years for several manufacturers – most are still in business. He began in marketing communications and worked his way into technical marketing. He’s also worked from home for 15 of those years and for Five9 since 2018.

The Rise of Remote Contact Center Agents

With the rise of technology companies, the adoption of working from home or remote workers has increased. Employers are offering their employees the option to work from home on a part-time or full-time basis to combat the heavy competition in the job market – especially here in the Bay Area.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

Customer service agent on a call with customer looking while using call center software

The At-Home Agent Advantage

As more companies move their contact centers to the cloud, they find that the technology greatly simplifies setting up at-home agents; all that's required to start taking calls is a computer, a headset, and an Internet connection. This is leading to an explosion in work-at-home agents.

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.

Customer service agent using contact center software to communicate with customer

4 Ways Cloud Technology Helps Contact Centers Leverage Quality Talent, Anywhere

When it comes to staffing with remote agents, your contact center infrastructure can be enabling--or limiting. Cloud solutions are the obvious choice for contact centers that want to leverage the best talent, no matter where it's to be found.