Five9 on CX Today
275 stories · 36 in 2026 · 4 in the last 90 days · 77 sponsored
CX Today coverage mentioning Five9, newest first. Sponsored work is identified clearly on each story.
Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 3 min read · 14 Aug 2026
Five9 Wins $100M Financial Services CCaaS Contract
Five9 has won a $100M CCaaS contract with a Fortune 100 financial services firm through Google Cloud Marketplace.
Rhys Fisher · 4 min read · 10 Aug 2026
Why Thoma Bravo Should Buy Five9
Five9 has credible CCaaS but lacks native WFM, and Thoma Bravo already owns the other half of the solution. But does the deal makes sense?
Zeus Kerravala · 8 min read · 14 Jul 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 10 min read · 1 Jul 2026
Human Oversight Becomes Central to Five9's New Voice AI Strategy at CCW
Five9 launches Voice AI Agents to automate customer service, improve outcomes, and advance its broader Agentic CX strategy.
Francesca Roche · 3 min read · 24 Jun 2026
How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide
Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.
Sean Nolan · 11 min read · 24 Jun 2026
What to Look for When Purchasing Contact Center Software: The 2026 Buyer's Guide
Evaluating contact center software in 2026? This buyer's guide covers the seven criteria that matter most, including key AI capabilities.
Sean Nolan · 26 min read · 24 Jun 2026
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 1 min read · 24 Jun 2026
Big CX News from Salesforce, Anthropic, Five9 & WordPress
Salesforce acquires Fin, Anthropic faces a government shutdown, and consumers push back against AI-branded products in this week's round-up.
Francesca Roche · 4 min read · 19 Jun 2026
How to Design Contact Center Workflows That Solve Customer Issues in One Interaction
mprove first contact resolution with better workflow design, smarter routing, agent decision rights, data access, and fewer escalations.
Alex Cole · 9 min read · 17 Jun 2026
Containment Without Trust Is Costing Your Customer Service Team More Than You Think
As AI-powered customer service becomes central to enterprise customer experience strategies, companies are discovering that trust is more than a soft brand m...
Nicole Willing · 8 min read · 15 Jun 2026
Why AI Trained to Say “No” Is Failing Your Customers
There is a growing narrative that AI in customer service is being trained to “say no,” prioritizing containment and deflection to avoid passing customers ove...
Nicole Willing · 8 min read · 10 Jun 2026
Why Does Adding More Channels Slow Down Resolution Instead of Improving It?
Adding channels often slows resolution. Here is why omnichannel complexity creates friction and how to fix your channel strategy.
Alex Cole · 9 min read · 10 Jun 2026
Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So
ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX
Rhys Fisher · 1 min read · 8 Jun 2026
WEM Platforms Are Building the AI That Could Make Them Obsolete
WEM vendors are selling the AI that shrinks their own revenue. The per-seat model has a problem it can't ignore.
Thomas Walker · 5 min read · 1 Jun 2026Big CX News from ServiceNow, Five9, Twilio & Microsoft
The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft
Rhys Fisher · 4 min read · 8 May 2026
Five9 Bets on a Unified CX Platform as AI Reshapes Contact Centers
Five9 Q1 highlights AI momentum, unified CX platform strategy, and fixed commitments replacing seat-based contact-centre pricing.
Francesca Roche · 4 min read · 4 May 2026
Public Sector CX Is Under Systemic Pressure, and the Contact Center Shows It First
Rising volumes. Constrained budgets. Fragmented systems. Increasingly complex and vulnerable citizens. This isn’t only a capacity problem. It’s a service mod...
Rob Wilkinson · 7 min read · 29 Apr 2026
How to Design a Modern Customer Analytics Stack That Drives Action
Real talk: you can spend a fortune on dashboards, pipelines, and “real-time” everything… and still have a CX org that reacts slowly, argues about the numbers...
Alex Cole · 8 min read · 21 Apr 2026
How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI
Discover how a unified CX platform uses AI to deliver real-time insights, smarter routing, and personalized customer experiences.
Nicole Willing · 1 min read · 15 Apr 2026
GenAI Is Growing at 34% CAGR — and It’s Exposing the Contact Center’s Biggest Weakness
Fragmented AI tools lose context. Here’s what “unified” really means for CCaaS, GenAI ROI, and CRM/ITSM integrations at scale.
Alex Cole · 5 min read · 15 Apr 2026
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9 , and Martyn Redstone , a consultant specialising in AI regulation. Together, they...
Rob Wilkinson · 1 min read · 14 Apr 2026
Five9 Deepens Its ‘Multi-Agent’ Play With Assembled Workforce Management
Five9 expands its Fusion partner ecosystem by elevating Assembled and reselling its workforce management platform to support human and AI agent operations.
Rob Wilkinson · 4 min read · 8 Apr 2026
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 11 min read · 3 Apr 2026
Stop Selling "Savings": How to Pitch AI Migration to Your Board
AI Product leaders are approaching CX transformation in the same way they do for other business areas, but to credibly achieve buy in, on a CX projects poten...
Rob Wilkinson · 4 min read · 2 Apr 2026
Five9 Expands Partner Ecosystem to Orchestrate the Multi-Agent Contact Center
Enterprise Connect: Five9 has launched a new Fusion partner program to connect AI agents, data, and enterprise workflows.
Rhys Fisher · 3 min read · 11 Mar 2026
Five9 Positions AI at the Core of CX Transformation Strategy
Five9 reports Q4 growth as AI-powered CX platform drives enterprise adoption, bookings acceleration, and $100MN AI revenue milestone.
Francesca Roche · 4 min read · 23 Feb 2026
Contact Center Platform Reviews: CCaaS and AI Maturity Assessed for Real Buyers
Contact center platform reviews comparing CCaaS vendors on AI maturity, cloud readiness, compliance, and agent experience.
Alex Cole · 5 min read · 15 Feb 2026
Genesys vs NICE vs Five9: Which CCaaS Platform Is Right for Enterprise Cloud and AI Strategy?
Genesys, NICE, or Five9? Compare control, compliance, AI, and speed to choose the CCaaS platform that fits your enterprise reality.
Alex Cole · 5 min read · 15 Feb 2026
How Contact Center Vendors Differ on Cloud, AI and Architecture
Understanding today’s contact center vendors takes more than comparing features. Instead, the modern CCaaS market is shaped by very different approaches to c...
Alex Cole · 6 min read · 15 Feb 2026
Enterprise Connect 2026: Why Vegas is the CX Decision-Maker's Must-Attend Event
Enterprise Connect 2026 brings 80+ CX vendors to Las Vegas March 10-12. From AI ROI proof to agent burnout solutions, discover why this is the decision point for customer experience leaders.
Rob Scott · 3 min read · 9 Feb 2026
The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders
Steve Blood, VP of Market Intelligence at Five9 , exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view moderni...
Rob Wilkinson · 1 min read · 29 Jan 2026
Modernising the Contact Center for Always-On Service: AI Promises, Human Reality
Modernizing the contact center for always-on service in 2026 means balancing CCaaS migration, AI self-service, agent experience, and governance. Insights from Nerys Corfield, Martin Teasdale, and Steve Blood.
Rob Wilkinson · 10 min read · 21 Jan 2026
Three Industries, One Imperative: Trust as the New CX Currency
Across every sector I cover, one theme consistently stands out. In healthcare, finance, and travel and hospitality, customers want speed, convenience, and pe...
Rob Wilkinson · 8 min read · 20 Jan 2026
Agentic AI or Agentic Hype? A Field Guide for Skeptical CX Leaders
For all the noise in the CX market, few organisations are solving the right problem, I’ve seen plenty of "next big things" come and go and right now, "Agenti...
Rob Wilkinson · 5 min read · 14 Jan 2026
Five9 Expands Google Cloud Partnership for Unified Contact Center Solutions
Five9 and Google Cloud expand their partnership to deliver AI-driven customer experience solutions.
Francesca Roche · 4 min read · 13 Jan 2026
The AI Era CEO Exodus: Why Execs Are Stepping Down and What It Means for Customers
CEOs are stepping down as the AI era transforms business leadership, and this is set to reshape customer experiences.
Nicole Willing · 9 min read · 18 Dec 2025
Five9 Appoints New CEO to Lead AI-Driven Strategy
Five9 names AI veteran Amit Mathradas as its new CEO as it sharpens its AI-powered CX strategy following a year of restructuring.
Nicole Willing · 3 min read · 17 Dec 2025
Big CX News from Salesforce, Cloudflare, Five9 & UJET
From the completion of Salesforce's Informatica acquisition to the impact of the Cloudflare outage, here are extracts from some of this week’s most popular n...
Rhys Fisher · 4 min read · 21 Nov 2025
Five9 Targets CX Inefficiencies with New Genius AI Upgrades
Explore how Five9 Genius AI transforms contact centres with new updates in routing, quality management, and analytics.
Rhys Fisher · 4 min read · 19 Nov 2025
Afiniti and Five9 Team Up to Bring Invisible AI to the Contact Center
In a move that underscores the growing sophistication of AI implementations in customer experience, Afiniti has partnered with Five9 to integrate its AI Pair...
Nicole Willing · 3 min read · 23 Oct 2025
IDC Names Five9 a European CCaaS Leader as Market is Set for $3.7BN Boom
The European CCaaS market is heating up. According to IDC’s latest MarketScape, European Contact Center-as-a-Service Applications Software 2025 Vendor Assess...
Nicole Willing · 4 min read · 15 Oct 2025
Explainer: What Workforce Engagement Management Is
Workforce engagement management is an approach to using software, tools, and strategies to improve employee engagement, satisfaction, and performance. But it...
Rebekah Carter · 14 min read · 3 Oct 2025
The New Considerations for Contact Center Security & Compliance
GDPR, HIPAA, PCI-DSS… meeting such compliance requirements remains paramount when introducing new contact center innovations. So, contact center and IT leade...
Charlie Mitchell · 4 min read · 2 Oct 2025
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
So far, the momentum is largely in the hands of a small group of dominant vendors: Genesys, NICE, AWS, Five9, and Talkdesk
Daniel Flatt · 4 min read · 30 Sept 2025
ServiceNow Teams Up with Five9 to Drop Another Unified CRM-CCaaS Offering
ServiceNow and Five9 announced that their unified CCaaS-CRM offering is now generally available. As teased in November, the “Five9 Fusion for ServiceNow” sol...
Charlie Mitchell · 4 min read · 16 Sept 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 min read · 10 Sept 2025
The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures
Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts jo...
Charlie Mitchell · 1 min read · 7 Aug 2025
Five9 CEO to Retire, Seeks an AI Innovator as His Replacement
Mike Burkland , CEO of Five9 , has announced his retirement, stating that it has been a "privilege and an honor to lead this amazing team of Five9ers." The n...
Rhys Fisher · 5 min read · 1 Aug 2025
Big CX News from NiCE, OpenAI, Five9, & Microsoft
From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI's Sam Altman, here are extracts from some of this week’s most popular news sto...
Rhys Fisher · 4 min read · 1 Aug 2025
Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources
Since this article was first published, Five9 has confirmed its restructure in a statement to CX Today. It read: As part of our ongoing efforts to better ali...
Charlie Mitchell · 3 min read · 29 Jul 2025
Top Conversational Intelligence Vendors: AI-Driven Insights for Smarter Enterprises
Conversations aren’t just touchpoints, they’re valuable insights into your customers, how your business runs, and what you need to improve. The top conversat...
Rebekah Carter · 14 min read · 21 Jul 2025
Top Workforce Engagement Management Software: The Secret to Great EX
Workforce engagement management software has never been a more vital component of enterprise success. In a time of hybrid work, high turnover, rising custome...
Rebekah Carter · 12 min read · 20 Jul 2025
NiCE, Genesys, & Five9 Have All Released AI Agent Studios, But What Should I Look Out For?
NiCE, Genesys, and Five9 have recently launched AI studios, supporting brands in building AI agents that interact with customers. From the outside, many of t...
Floyd March · 4 min read · 16 Jul 2025
93% of Contact Center Leaders Are Reevaluating the Agent Role
Nowadays, when a customer needs human help, they’re already a bit frustrated. Either something has gone wrong, or they need reassurance. As such, human servi...
Charlie Mitchell · 5 min read · 9 Jul 2025
Five9 Brings AI Agents to Market With a Shot of Trust and Governance: A Recap
At Customer Contact Week (CCW) 2025, Five9 introduced two major additions to its customer experience (CX) platform: AI Agents and AI trust & governance. Buil...
Zeus Kerravala · 5 min read · 19 Jun 2025
Five9 Introduces Agentic CX, Pinpoints Its Differentiators
At CCW 2025, Five9 unveiled Agentic CX, its latest AI-powered solution designed to revolutionize contact center operations. In an exclusive interview with CX...
Charlie Mitchell · 1 min read · 16 Jun 2025Big CX News from Salesforce, Zoom, Talkdesk & Five9
The latest and greatest customer service and experience news from the last seven days has all been about CCW 2025. With announcements from Salesforce, Zoom, ...
Rhys Fisher · 4 min read · 13 Jun 2025
Five9 Launches Agentic CX, Delivers the "Next Generation of Customer Experience"
Five9 has unveiled Agentic CX, an agentic AI platform for contact centers. The move follows the vendor's announcement of AI agents in November 2024. These ar...
Floyd March · 3 min read · 10 Jun 2025
The Latest BIG News from Salesforce, OpenAI, NICE, & Five9
From one CX giant battling with the implications of its own AI to another reimagining the future of CCaaS-CRM integrations, here are extracts from some of ou...
Charlie Mitchell · 4 min read · 2 May 2025