Five9✓

“The contact center is the front line to everything.” That’s @CDWCorp's Ken Drazin, in conversation with our SVP of Partner Sales, Kim Hill, on where customer experience goes next. Ken’s point: the contact center shows why customers buy, why they leave, and which campaigns work. Too often, that insight never reaches the business units that need it. And as AI assistants learn how each of us likes to interact, he expects that same personalization to reach the contact center. Watch below. 👇

We’re thrilled to share that Five9 is a finalist for Best Contact Center Solution (Large) in the @cxtodaynews Awards 2026! 🎉 This category recognizes the contact center technology that works at enterprise scale and does the most to elevate what contact centers can deliver. Congratulations to our team and all the finalists!

Starting your AI journey in the contact center? Our CEO Amit Mathradas shared three things to get right first on @theCUBE. 1️⃣ Define the problem before you pick the tool. Find the biggest pain point in your customer experience, then ask whether AI actually solves it. 2️⃣ Organize for the outcome. Decide who drives it, how you’ll measure it, and how you’ll deploy it. 3️⃣ Choose an open platform that works with the infrastructure you already have. Otherwise, you may end up replacing a whole set of tools you didn’t plan to touch. Watch the full conversation:

Five9 has been recognized as a Leader for the 9th time in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service. Get your copy here:

RT @ForbesBizDev: Why Customer Experience Should Be The New Growth Engine Written by Jay Lee of @Five9

RT @Hyken: Is AI making customer service better? In this episode of Amazing Business Radio, Jay Lee, Chief Marketing and Growth Officer at @Five9, talks about how AI is changing customer service and the role of contact center agents. AI can handle routine tasks, leaving human agents to address more complex problems that require empathy and judgment. Without the right support, that shift can lead to employee fatigue and burnout. Plus, we discuss how businesses can rethink contact center metrics to reflect AI's growing role in customer interactions. Tune in! Listen now! #artificialintelligence #AI #customerexperience

Two days in New York. 270+ customers and partners. 12 sessions. 4 trainings. One big takeaway: AI is real, and it's in production. From @PODS saying there's no perfect use case, so jump in, to @terencemauri's call to scale care, not complexity, the message was the same: Humantic CX is AI and humans working together, with trust and governance built in by design. Thank you to every customer, partner, and speaker who joined us, and to our Five9 team for bringing it to life. #Five9CXConnectAmericas

We’re proud to announce that Five9 has been named a finalist in the UC Awards 2026 for Best Integrated UC Solution! Our Five9 Agentic Quality Management solution has been recognized for bringing integrated intelligence to human and AI service teams, helping organizations elevate quality management and deliver better customer experiences. Congratulations to our team and all the finalists!

Day 1 at #GartnerSYM: in the books. Day 2 is on! 🙌 Yesterday was a great start to Gartner IT Symposium/Xpo™ 2026. With almost 10,000 attendees, the energy was incredible, and the Five9 team was right in the middle of it. We closed the day with a VIP dinner full of great conversation and new connections. Visit us at booth 1011 to talk about smarter CX with every interaction, or book a meeting or demo here: See you on the floor! #GartnerITxpo

What do consumers really think about #AI in customer service? We tested the knowledge of #CX professionals at #Five9CXConnectAmericas with real findings from the Five9 2026 Consumer CX Report. See how they did! Get your copy:

The 2026 @Gartner® Magic Quadrant™ for Contact Center as a Service is here, and Five9 has been named a Leader for the 9th time. 🎉 Stay tuned for your copy of the full report and see how to get more from your CX investments.

Legacy voice automation has hit a containment ceiling, leaving frustrated customers shouting "AGENT" while operational costs climb. Five9 Voice AI Agents close this gap by enabling natural, human-like voice conversations that resolve complex customer inquiries. This comprehensive guide helps you: ✅ Evaluate voice vendors objectively using our multi-category enterprise scorecard ✅ Transition from rigid scripted flows to conversational, context-aware AI interactions ✅ Unify virtual and human agents on a single cloud platform Reduce development backlog by launching new voice use cases in days Get your copy:

We're proud to share that Great Place To Work® and Fortune magazine have selected Five9 for the 2026 Fortune Best Workplaces in Technology™ List for the 4th time. 🎉 "Great culture isn't something you build once and coast on, it's something you have to keep earning as the company grows, and the work keeps changing," said Deniqua Crichlow, SVP of People, Five9. Read the full press release:

Five9 today released its 2026 𝘊𝘰𝘯𝘴𝘶𝘮𝘦𝘳 #𝘊𝘟 𝘙𝘦𝘱𝘰𝘳𝘵, examining how consumers really feel about #AI in customer service. The global study found that while 57% of consumers say customer service has improved over the past decade and 47% already find AI useful, just 20% use AI "most of the time" or "always" when seeking service. The findings underscore a wide gap between how fast AI is being deployed in contact centers and how ready consumers are to engage. Read more:

The conversation around AI is shifting from experimentation to execution. At CX Connect Americas in NYC this week, our own Ray Dean caught up with James Hardie from Google Cloud to discuss how our partnership is helping businesses move beyond disconnected solutions to deliver seamless customer experiences and measurable AI value. Watch their conversation to hear why the future of AI is all about results!

Thank you to the sponsors who helped make #Five9CXConnectAmericas happen! Your support brought together #CX leaders in New York City for two days of real conversations about what’s working in customer experience. @assembledhq @BTGroup @CallTower @Deloitte @GoogleCloud @Intradiem @TheLevelAI @pindrop @Quantiphi @ServiceNow @TTECDigital @Verint @WaterfieldTech #NWN

AI adoption is about more than just implementing new technology. It's about solving the right problems. At CX Connect Americas in NYC this week, our own Kim Hill caught up with Kirk Jubeck from NWN to discuss how our partnership is helping businesses navigate AI adoption, deliver more personalized experiences, and empower human agents. Watch their conversation to hear why the future of CX is bright!

AI is making the easy stuff easier, but what about the tough customer challenges? At CX Connect Americas in NYC this week, our own Meg Higgins caught up with Hannah Datz from ServiceNow to discuss how our partnership is helping businesses tackle complex CX challenges, empower humans, and move beyond AI-driven deflection. Watch their conversation!

Day 2 of #Five9CXConnectAmericas was all about what's real. 🙌 Highlights from keynotes, customer panels, and breakouts: 📌 Listen to your agents. @TruConnect said AI isn't an auto-box solution. @LincolnFncl is teaching agents to be champions of change. 📌 It's the ecosystem, not just the AI agent. Ravi Patil from @PODS on what makes deployment work. 📌 AI redistributes work, it doesn't eliminate it. Industry analyst, @TheJuanitaColey, on retail's peak-season reality. 📌 Fraud: we can't stop it, but we can detect it faster. @msufcu on financial services. 📌 @terencemauri closed with: The biggest risk isn't change. It's taking on yesterday's logic. Huge thanks to our customers, partners, and Five9 team for an unforgettable event.

Big city. Big ideas. Even bigger opportunities for CX. 🗽 At CX Connect Americas in NYC, Kim Hill caught up with Maurice Da Silva from TTEC Digital to discuss why AI success isn’t about how much you implement, but how well you implement it. Hear how Five9 and TTEC Digital are helping organizations turn AI investments into meaningful CX outcomes. Because when it comes to AI, it’s not about doing more. It’s about doing it right. Watch the conversation!