Contact Center Resources: Get to Know the Five9 Cloud

Five9 Intelligent CX Platform provides greater flexibility at a fraction of the cost of on-premises systems with our contact and call center resources. Find out how Five9 can bring joy to your CX with the AI, workforce management, and other industry resources below.

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2025 Customer Experience Report – Consumer Edition

Five9 partnered with Zogby Analytics to survey over 1,000 global consumers in the US, Canada and the UK on the state of Customer Experience (CX). This report delivers essential insights into customer service expectations, preferred communication channels, and evolving attitudes toward AI and self-service.

What’s inside:

How Generative AI is transforming CX and redefining customer interactions
What consumers expect from multichannel support and response times
The power of personalization in building loyalty and brand value

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The Roadmap to the New CX from Metrigy

Discover exclusive insights and strategies shaping the future of customer experience:

74% of companies have seen a boost in agent efficiency from AI
63.7% of executives now see contact centers as value centers, not cost centers
84% of CX and IT leaders credit technology partners for driving their success

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Customer Success Book 2024

At Five9, our focus revolves around bringing Joy to CX. We are committed to bringing our customers the power of people and technology to enable their CX success.

This e-book features real stories and quotes from our customers, highlighting the challenges they have overcome and how Five9 has helped them achieve their business objectives — creating valuable partnerships and delivering extraordinary experiences to their customers every step of the way.

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Unlock the Full Potential of Your Contact Centre with Five9 AI Insights

Join our Five9 experts in a live demo webinar to discover how Five9 AI Insights empowers businesses to uncover why customers are reaching out, how effectively issues are being resolved, and where automation can proactively improve the experience. It delivers LLM-powered insights that help leaders make data-driven decisions, optimise operations, and deliver exceptional CX.

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The UK Contact Centre Decision-Makers' Guide 2025

Discover the UK's most comprehensive contact centre study, based on insights from over 200 UK contact centres. This report delivers data-driven insights on customer experience management, technology, and strategy—giving you the facts you need to stay ahead.

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The Ivy Collection Boosts Conversion Rates by 20%

The Ivy Collection, a luxury hospitality group with over a century of legacy, is founded on delivering exceptional service. With Five9 AI, they provide guests instant support, reduce reservation no-shows, and equip agents with tools to deliver the Ivy’s signature high-touch experience.

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Exact Sciences Achieves 45% Containment Rate

A global molecular diagnostics company focused on the detection of early-stage cancers, Exact Sciences needed a cloud contact centre solution — fast. See how Five9 came to the rescue.

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SumUp Sees 50% Call Containment with Five9

For global payment processing provider SumUp, finding a partner offering voice and IVA solutions in diverse languages while automating workflows to increase self-service created a path toward improving customer experience.

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Unlock CX Potential with Gen AI-Powered Insights

See Five9 AI Insights in action in Part 1 of our CX Spotlight series. Discover how it harnesses the power of Generative AI to deliver faster, more accessible and actionable conversational insights than ever before. Experience firsthand how businesses are using AI to uncover why customers are reaching out, evaluate issue resolution effectiveness and identify opportunities where automation can proactively enhance customer service.

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The Roadmap to The New CX from Metrigy and Five9

Discover exclusive insights and strategies shaping the future of customer experience.

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Transforming Retail

Improve your retail customer experience by moving your contact centre to the cloud. Retailers rely on Five9 to improve customer satisfaction while improving employee engagement. Happy agents, happy customers.

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Transforming CX for Retail

Discover how leading retailers are overcoming key challenges like rising customer expectations, loyalty erosion, and the demand for seamless, personalised omnichannel experiences. This eBook highlights actionable strategies and demonstrates how Five9’s New CX uses Omnichannel, AI and automation to boost loyalty, elevate agents, and drive growth.

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Central Bank Cuts Call Volume in Half

Central Bank achieved an 80% success rate with NLP by implementing Five9 Intelligent Virtual Agent to promote self-service.

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Exact Sciences Achieves 45% Containment Rate

A global molecular diagnostics company focused on the detection of early-stage cancers, Exact Sciences needed a cloud contact centre solution — fast. See how Five9 came to the rescue.

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Alaska Airlines Moves to the Cloud and Improves CX

The airline needed to move from an on-premises contact centre to facilitate AI abilities, solidify its omnichannel capacity, and support its remote work strategy. Five9 delivered all of that and more.

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BISSELL Digitally Transforms its Contact Centres

Michigan-based BISSELL Homecare, Inc. has developed innovative floor care solutions for over 140 years. The company supplies households across the globe with vacuums, sweepers, carpet-cleaning machines, hard floor cleaners, and cleaning formulas. BISSELL has 2,500 employees worldwide, with 150 full-time agents across four outsourced contact centers in four countries using the Five9 platform.

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Nutrisystem Moves to the Cloud and Cuts Technology Costs

Weight loss leader Nutrisystem moved its customer contact center from an on-premises setup to the cloud and almost immediately reduced its technology spending by 15%–20%.

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The New CX: Top EMEA Predictions for the Contact Centre in 2025

The contact centre is quickly becoming the front door to delivering exceptional customer experiences and, for many brands, represents “the face of the company.” As we approach the end of 2024, understanding the continued impact of Generative AI on emerging trends and challenges reshaping the contact centre industry in EMEA is more important than ever.

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ContactBabel Report: The UK CX Decision Makers’ Guide 2024

This annual report studies the CX strategy, performance, operations and technology aspects of UK organisations.

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ContactBabel Report: AI in the UK Contact Centre for Retail

This report examines how retail and distribution contact centers can use AI to overcome the unique operational and commercial pressures in their industry.

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Transforming Your Customer Experience in Financial Services

The financial services industry is transforming fast. With Fintechs raising the bar, customers expect seamless, personalized experiences at every touchpoint. Stay competitive by turning your contact centre into an innovation hub with Five9.

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ContactBabel Report: AI in UK Contact Centre for Financial Services

his report outlines how AI can enhance contact centres by addressing the unique commercial and operational challenges faced by financial services organisations.

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Revolutionising The New CX in Financial Services: Strategies for the Digital Age

Watch on-demand now, our exclusive Five9 CX Spotlight, "Revolutionising Next-Gen CX in Financial Services: Strategies for the Digital Age."

Explore how Five9’s AI-powered solutions can transform customer experience (CX) in the financial services industry. Whether you're in banking, lending, investment, or insurance, meeting customer expectations is crucial.

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How to Prepare Agents for a New Role in the Era of AI

Learn why and how AI is transforming contact center roles.

In this webinar, our CX experts will discuss how agents' roles in the contact centre are becoming more consultative as AI reduces tedious and repetitive tasks.

View our webinar to:

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Five9 Intelligent Virtual Agent Solution Guide

Consumers have become accustomed to getting help from their personal virtual assistants, and they now increasingly prefer self-service options when contacting businesses.

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Why Industry Leaders are Prioritising AI Investment

In this webinar, our panel of CX experts will discuss practical strategies for investing in and implementing AI and what they see from our prospects and customers in today's market.

Join this webinar to learn:

Leading companies' contact centre goals and priorities
How these companies are investing their budget in technology
Where to start on your journey with implementing AI

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Introducing GenAI Studio: Click-to-Customise Generative AI for Your Contact Centre

Five9 introduces GenAI Studio, a transformative platform that unlocks the full potential of GenAI and delivers personalised customer interactions.

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Deep Dive - How AI and Automation is Supporting your Agents

Watch our on-demand CX Spotlight, as we discuss Five9's latest AI and automation tools and showcase a Five9 demo.

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How Five9 and Salesforce Revolutionise Customer Experience (CX)

Watch this webinar to learn how the contact centre environment and customer expectations are shifting and the clear advantages and customer benefits when Salesforce and Five9 unite.

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5 CX Trends for 2024

Join our fireside chat, as industry experts reflect on the developments of 2023 and unveil the five CX trends that will empower your contact centre strategy for success in 2024.

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Datasheet Microsoft Teams UC Integration

Five9 UC Integration with Microsoft Teams enables agents to consult with experts, conference them in, or transfer the call directly to answer the customer’s question on the first contact.

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Five9 Fact Sheet

Five9 provides end-to-end solutions with digital engagement, analytics, workforce optimisation, and AI and automation to increase agent productivity and deliver tangible business results.

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CX Spotlight: Your Guide to Getting Started with Conversational AI

Explore the steps needed to successfully design and implement conversational AI into your contact centre strategy. Learn how to identify the right use cases, overcome common challenges, deliver exceptional customer experiences and improve overall customer satisfaction

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Frost Radar™: European Contact Centre as a Service Market, 2023

Five9 has been named a leader in growth and innovation for the CCaas market in EMEA in the Frost Radar Report for 2023.

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File Dynamics Personalises Its CX with Onecom and Five9

Two File Dynamics clients with separate needs asked for a joint contact centre solution. See how Onecom and Five9 delivered while personalising the customer experience.

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Hospitality Brands Improve Experiences with Agilysys 

A global technology provider for world-class hospitality brands, Agilysys modernized its contact center and improved efficiencies. The Five9 platform empowers Agilysys customers to deliver exceptional guest experiences. 

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SumUp Case Study with Babble

Learn how Five9 premier partner, Babble, supported SumUp in seamlessly transitioning to working from home at the start of lockdown.

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Auxmoney Case Study with Babble

Learn how Five9 premier partner Babble, supported auxmoney to deliver a streamlined account management service, and therefore deliver an improved customer experience.

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How to Elevate Your Digital CX Strategy

Elevate your CX strategy and design more personalised experiences across various digital channels and live agents. With the power of advanced artificial intelligence, you can build interactions that unify the customer journey and exceed expectations.

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ISG Provider Lens™ for Contact Center as a Service – CX, Europe & UK 2022

The ISG Provider Lens™ quadrant report on contact center as a service (CCaaS) focuses on cloud-based platforms and contact center solutions in Europe and the UK. ISG ranked Five9 as a top CCaaS leader.

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Intelligent Call Centre Services from Onecom & Five9

Keeping track of all the digital channels your customers use can be tricky. See how cloud-enabled technology can transform your contact centre by delivering next-gen experiences to your customers.

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Video The Power of AI and Automation in the Contact Center

AI and automation in the contact center can improve customer and agent experiences, reduce costs, and boost upsell and cross-sell opportunities. Use AI-driven assistance to elevate interactions and turn a customer return into an upsell opportunity.

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Customer Success Book 2024

This e-book features real stories and quotes from our customers, highlighting the challenges they have overcome and how Five9 has helped them achieve their business objectives.

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Datasheet Five9 Liftoff for Avaya Users

We know moving your contact center operations to the cloud can seem like a daunting task. By partnering with Five9 you can reduce any risk and make moving to the cloud easy.

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5 CX Trends for 2023

Join our fireside chat, as industry experts look back at 2022 and reveal five CX trends that will prepare your contact centre strategy for success in 2023.

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Can AI Technology Boost CX in Healthcare?

Learn how intelligent virtual agents (IVAs) allow healthcare organisations to improve patient call flows by automating simple processes, allowing agents to focus on high-value, personal interactions.

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Datasheet Five9 Adapter for Zendesk

With the Five9 Adapter for Zendesk, you can digitally transform your service organization and deliver a world-class experience for every customer interaction.

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Datasheet Outbound Cloud Contact Center

The Five9 Outbound Contact Center uses automated dialers to triple your productivity and improve contact ratios. Advanced campaign management and reporting tools make management a breeze.

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How to Create Impeccable Experiences with Virtual Agents

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Streamline Operations with Five9 Workflow Automation

Five9 Workflow Automation aggregates information, provides comprehensive views of data and performance, and automates sophisticated, cross-platform workflows and reactions based on the data and events being aggregated.

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Now More Than Ever it is Time to Move Your Enterprise Contact Center to the Cloud

Whitepaper Time to Move Your Enterprise Contact Center to the Cloud

Most businesses know that providing the type of exceptional experiences today’s customers expect requires migrating to the cloud due to the many benefits cloud contact centers offer. But moving your contact center to the cloud is a big decision that requires considerable due diligence. This whitepaper is designed to help evaluate your current contact center and determine whether now is the right time to move to the cloud.

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