Tag: five9

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...

Five9 Launches New Genius AI Innovations at its CX Summit to Accelerate Agentic CX

While the UK arm of Five9 was busy chatting to CXM at Contact Centre Expo. The US wing was running its live event at Gaylord Opryland in Nashville, Tennessee, and a virtual Five9 CX Summit for those at distance. Alongside...

CXM Gets the Latest Views From Contact Centre Expo on Industry Trends and Ambitions

Contact Centre Expo is drawing to a close at London’s Excel Arena, but CXM was roving the show floor to capture the chat, insight and gossip from the key vendors, analysts and the movers and shakers of the call centre...

IDC Delivers A MarketScape for European CCaaS

The global market is never a level playing field for contact centres. Even the European theatre has many variables and niches that make it a hard landscape to judge for buyers. Enter IDC with the research brand’s first European-focused CCaaS...

Five9 Launches Fusion for ServiceNow to Deliver AI-Powered Customer Service Experiences

Collaboration and integration is key for any vendor looking to fit into a fractured operational business software landscape. The latest example comes from Five9 Fusion tucking neatly under ServiceNow’s wing to provide real-time transcription and unified routing to eliminate fragmented...

Gartner’s Magic Quadrant for CCaaS Highlights Contact Centre Innovation

The usual suspects appear in the latest Gartner Magic Quadrant for the contact centre industry. It sees NiCE, Genesys, Amazon Web Services, Five9 and Talkdesk in the Leaders quadrant. Content Guru is the sole occupier in the Challengers box, with...

Epic Users Gain Faster and More Personalised Patient Interactions with Five9

Five9 has announced its latest integration with Epic, introducing Five9 Fusion for Epic. This new capability embeds advanced contact centre tools directly within Epic, allowing healthcare providers to deliver faster, more personalised patient experiences without adding complexity for their teams. Built...

Five9 Ushers in the Age of Agentic CX with Advanced AI and Governance Tools

Five9 has announced a major advancement in its AI portfolio with the launch of AI Agents and a robust AI Trust & Governance framework. These innovations mark the debut of what the company calls “Agentic CX,” a new approach to...

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

Five9’s Niki Hall discusses evolving contact centres in the Gen Z era

The contact centre market is one in flux with increasing demands for human services from end-users, and a business need for AI to deal with growing volumes of support issues to improve operational efficiency. Those supplying contact centre as a...