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.

Forget 2025 — Here Are My Top Predictions for CX in 2030

December is a time of relaxation, holidays, and family. It is a time of snow (for some) and some good food and drink. And of course — it is time for predictions! December is when pundits, analysts, influencers, executives and marketeers all come out with their views on what the future holds in 2025.

Jonathan Rosenberg Chief Technology Officer

Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. Jonathan has dedicated his career to transforming the telecommunications industry and joins Five9 from Cisco where he was CTO for the Collaboration Technology Group (CTG). Jonathan is also well known for his authorship of the SIP protocol, which is the foundation for modern IP-based telecommunications. Prior to Cisco, Rosenberg was the Chief Technology Strategist at Skype, where he guided the company’s technology strategy.

Essential Customer Service Skills Every Contact Center Agent Should Master

Working in a contact center is uniquely challenging. From resolving billing issues to calming down frustrated customers, the job requires more than just a friendly voice on the other end of the line. Your success in this field depends on one thing: excellent customer service skills. But what are customer service skills, exactly? And how can you improve yours to stand out?

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

Why Five9’s Newest Teams Integration Feature Puts the Customer First

Five9 launches updated UC integration with Microsoft Teams – debuting bi-directional presence visibility for a truly modernized CX.

Chris Gower Partner Sales Manager, Microsoft

How to Improve Your Customer Retention Rate

In this article, we’ll dive into what customer retention rate is, how to measure it, and five proven ways to improve your customer retention rate. Learn all this and more here at Five9.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

crowd of people smiling under Five9 banner

Five9 Stands Out at Channel Connect 2024

Five9 was honored as Top CCaaS Supplier for the second straight year at Intelisys Channel Connect, after leading thought leadership sessions and engaging with industry peers.

Kelli McMillan Director, Channel Sales

"They're Here: Meet the CX Leaders" in white text on blue background

Leading the Future of CX: New Era of CX Awards Finalists

Discover the New Era of CX Awards finalists—leaders transforming CX with Five9 to drive excellence and impact.

Jenn MacIver Edwards VP of CX

The New CX: Deliver Next-Gen Customer Self-Service with Five9 AI Agents

Today's customers expect personalized, human-like interactions — even from automated systems. However, the reality falls short. According to a survey by Gartner,only 8% of customers used a chatbot in their most recent customer service experience. Among those, just 25% expressed a willingness to use a chatbot again in the future.

Sarika Prasad Senior Manager, Product Marketing