That's Genius! is a podcast series dedicated to transforming the way contact centers do business.

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How the Contact Center is Poised to Change in the Next Five Years w/ Rowan Trollope

Do your agents have superpowers? Is your AI intuitive enough that customers actually look forward to engaging with your call center? If not, don’t worry. They will be--it’s only a matter of time. On this first episode of the That’s Genius! podcast, host Michael Rose sits down with Rowan Trollope, CEO of Five9, to chat about what incredible changes are in store for the future of contact centers.

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How The Contact Center is Poised to Change in the Next 5 Years (Part 3) w/ Rowan Trollope

In the third and final part of our interview with Five9 CEO, Rowan Trollope, we talk about company culture, a failed experiment in conversational intelligence, and why there is still a bright future for the pairing of humans and AI—despite our built-in reluctance to go all-in on robots.

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You’re Deploying AI Wrong and Here’s How to Fix It Pt. 1 w/ Rowan Trollope and Jonathan Rosenberg

On this week’s episode, we listen to part one of a special series that follows Rowan Trollope, our CEO at Five9, and Jonathan Rosenberg, CTO and head of AI, through an insightful conversation on AI and the future of the contact center.

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You’re Deploying AI Wrong and Here’s How to Fix It Pt. 2 w/ Rowan Trollope and Jonathan Rosenberg

“All the things that an agent does when they put you on hold? Typing things in, searching, following steps in a process. Let's automate that stuff so that it happens instantly,” Jonathan said. Learn more in Pt. 2 of our AI showdown:

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You're Deploying AI Wrong and Here's How to Fix It w/ Rowan Trollope and Jonathan Rosenberg Pt. 3

Self-driving cars are a big no. “If you assume out of the gate that AI is going to be wrong a significant fraction of the time, whether that's 10 or 20 or even 30%, you're already in the ballpark of a major use case,” Jonathan Rosenberg, CTO and Head of AI at Five9 said. Why would you put a system that would mess up in charge of driving? How about putting it in charge of something with a low inaccuracy cost instead?

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Debunking Myths About Migrating to the Cloud w/ Patrick Watson

On this episode of That's Genius, Michael spoke with UC Today journalist, Patrick Watson, about the biggest (perceived) obstacles that are holding companies back from migrating to the cloud. We address the most prominent concerns enterprises have about moving their data, plus, we cover AI features, quality data, and more.

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Outstanding Customer Experience Is Way Simpler Than We Make It Out To Be w/ Kendra Riley

On this episode of That’s Genius!, Kendra Riley dives into what really creates an amazing customer experience. We unpack the desires every customer has, how to recruit the right CX team (and how to equip them), and how to tackle the toughest issues in the simplest way.

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The 2 Questions You Must Ask Before Launching Any AI Product w/ Jonathan Rosenberg

“What’s the strategy?” That’s where every product has its beginning. In this episode of That’s Genius!, Jonathan Rosenberg brings us lessons from his first 100 days as CTO and Head of AI at Five9, where he’s helping roll out a new AI component to the software.

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How AI Will Provide the Ultimate Contact Center Experience w/ John Bourne and Dan Burkland

With the advent of AI, contact center agents will no longer be left to fish around knowledge bases or external data sources. Instead, they’ll have all the information they need delivered to them immediately. In this episode, we interview John Bourne, Senior VP of Global Channels and Strategic Alliances at Verint and Dan Burkland, President of Five9.

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How the Contact Center is Poised to Change in the Next Five Years, Pt. 2 w/ Rowan Trollope

On today’s episode of That’s Genius podcast, Michael continues his interview with Five9 CEO, Rowan Trollope, as they discuss what the future holds for the contact center in an increasingly automated world. “The shift of brick and mortar to online is going to drive a lot of the current people who are doing retail into contact centers,” says Rowan, who says we still need that human touch.

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Why Culture Isn’t a Philosophy⁠—It’s a Daily Activity w/ Tricia Yankovich

Here’s the deal: Company culture isn’t a philosophy. For better or worse, it’s a culmination of the of the behaviors, the values, and the attitudes of employees that happen on a day-to-day basis. Seem like wise words? They come from Tricia Yankovich. She brought with her almost 20 years of staffing experience before becoming VP of HR here at Five9. 

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The Future of the Contact Center is at CX Summit '19 w/ Trisha Gouveia

CX Summit ‘19 is your place to discover how to deliver extraordinary experiences despite the evolution that is inevitable. Tune in to this special episode of That’s Genius to get all the details about CX Summit '19. You don’t want to miss it! 

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Unleash Your Contact Center Data and Unleash Extraordinary Customer Experience w/ Scott Kolman

Scott Kolman, VP Corporate and Product Marketing at Five9, recently came on the That’s Genius! podcast to tell us all about the intelligent cloud contact center…and how unleashing your contact center data can help you achieve a great customer experience.

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Why Contact Centers are Choosing Cloud Technology for Scalability, Stability, and Unparalleled Customer Experience w/ Matt Tuckness

Consider a retailer, like Nordstrom. They'll let you return an item, no questions asked. That level of customer experience is pretty unique. I talked more about exactly how we accomplish unparalleled customer experience with our guest Matt Tuckness, VP of Commercial Sales for Five9, on this episode of our That’s Genius! podcast.

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