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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.

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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:
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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.

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Self-Service Use Case in Action - Auto Attendant

Five9 IVA proved to be an ideal solution to help IQVIA provide a better customer experience. It was deployed for IQVIA as an auto attendant to allow customers to simply say what they were calling about. This flat menu significantly reduced the effort required from customers and resulted in a much higher percentage of correctly routed calls.
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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.

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Workflow Automation “Empathy at Scale” Drives Exceptional Experiences

In my two prior posts on an IDC Technology Spotlight paper, I discussed the impact of the 2020 pandemic on IT investment plans and the advantages of using workflow automation in the contact center. In my final post I’m discussing the concept of “empathy at scale” that the paper introduced.
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Brian Spraetz Senior Product Marketing Manager
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Five9 and System Integrators – The Perfect Match

This month, in celebration of Valentine’s Day, we celebrate our affinity for our Five9 partners. Five9 is committed to making it easier than ever to build a contact center practice and quickly go to market with solutions that create more human experiences.
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Steve Plunkett VP, Global Systems Integrators
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Supercharge Your Contact Center with Workflow Automation

Call centers are filled with processes. I call them their life blood, since I doubt a contact center could even work without them. Unfortunately, many of these processes are labor intensive. Fortunately, emerging workflow automation technology offers an opportunity to transform the contact center operation into a smooth running, less process intensive machine.
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Brian Spraetz Senior Product Marketing Manager
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IT 2021 Planning - What Technologies are IT Leaders Looking to Invest in?

As I say “good bye” (and “good riddance) to 2020 I was wondering how the business impact of the pandemic will affect IT spending strategies in the coming year.
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Brian Spraetz Senior Product Marketing Manager
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Five9 is Taking Partnerships to the Next Level in 2021

In 2021, Five9 has three strategic initiatives that will guide our organization to improve our partner business and the value they deliver to their customers. Learn more:
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Jake Butterbaugh Five9 Vice President, Global Channel Sales

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