Contact Center Management

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Introducing Five9 OneVUE: One Dashboard. Smarter Contact Center Reporting.

Five9 OneVUE unifies siloed contact center data into customizable dashboards, helping leaders adapt KPIs for AI-driven workflows and smarter CX decisions.

Shibani Misra Sr Product Manager

Shibani Misra is a seasoned CX and service innovation leader who helps global brands design connected, customer-first experiences. She blends strategy, technology, and human insight to turn complex challenges into meaningful change.

Hands typing on a laptop with GenAI graphics overlay.

The Generative AI Breakthrough: From Reactive Monitoring to Proactive Intelligence

Generative AI is changing everything, even your contact center’s approach to quality management analytics.

Abhijit Salvi VP, Product Management

With deep experience building AI-powered platforms at DocuSign, Observe.AI, and now Five9, Abhijit Salvi transforms complex technology into simple, powerful solutions that elevate how businesses connect with their customers.

Three professionals collaborate in a bright office, with a laptop and city view.

What It Means for Agents When Your WEM Platform Wins Awards

Agents are at the heart of every customer interaction — and often at the breaking point. They juggle rising expectations, disconnected tools, and back-to-back conversations, all while trying to deliver the kind of service that keeps customers loyal.

Laura Mackey Director, Analyst Relations

Laura Mackey, Five9's Director of Analyst and Influencer Relations, has over 24 years of experience building trusted B2B tech relationships. She owns Five9’s global AR strategy and launched the CX Nation influencer community.

Crowd interacting at a trade show booth with "Five9" signage in a vibrant setting.

Five9 Nabs Top Spots in G2 Fall 2025 Grid Reports

Every quarter, G2—the largest software marketplace—publishes its Grid® Reports, powered by real reviews from verified users. These reports don’t just measure hype. They reveal what’s actually working in today’s enterprise environments.

Kenzie Fitzpatrick Content Strategist

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Enabling Five9 Identity Service: We’re Just Getting Started

Contact Center Management

Five9 Identity Service (FIS) is Generally Available! We are doing more to keep you and your business safe. Learn more here.

Luke Cieslewicz Senior Product Manager

A healthcare worker in blue scrubs smiles while using a smartphone near a window.

Why Five9 in Epic’s Toolbox Program Sets a New Standard for Healthcare CX

Epic-approved. Healthcare-ready. And built for the real world of patient connection.

In our last post, we explored how smarter, more connected technology is helping healthcare systems create better patient experiences.

Roni Jamesmeyer Senior Product Marketing Manager

Senior Product Marketing Manager

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What the Forrester TEI Study Says About the Real ROI of the Intelligent CX Platform

Discover how the Forrester TEI study shows the ROI of rethinking CX. The New CX Starts Here.

Andy Dignan President

Andy Dignan has spent the majority of his career in the contact center and collaboration space. From consulting, to implementing, to designing, and selling solutions, his strength lies in his ability to bridge the gap between technical and business level conversations. Whether it’s meeting with a CIO or whiteboarding with a CTO, Andy is skilled at developing solutions that create positive business outcomes. He has a deep understating of the technology landscape and is considered an industry expert in the contact center & collaboration industry.

A smiling woman in a striped shirt holds a tablet while speaking to an audience.

Nominations Now Open: 2025 Five9 New Era Awards

Celebrate CX innovation with the 2025 New Era Awards—honoring bold strategies and real results. Shape the future of CX. Apply today.

Julie LeWarne Director of Customer Experience

A smiling man wearing headphones in a contact center with a woman in the background.

Understanding and Managing Shrinkage in Contact Centers

Contact Center Management

Learn what shrinkage metrics mean in contact centers, why they matter, and how WEM tools can help reduce inefficiency and improve performance.

Tim Richter Sr Dir, Product Marketing

How to Improve Your Customer Retention Rate

Contact Center Management

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.

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Contact Center Management

Epic-approved. Healthcare-ready. And built for the real world of patient connection.

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