Smart Customer Service White Papers
NiCE
Not all AI agents are built for the enterprise. Use this practical buying scorecard to evaluate how well your AI can handle customer requests, automate workflows, learn from every interaction, and perform at scale. Assess your solution against eight essential criteria and calculate your final score to see if your AI is ready for real-world business demands.
What you'll evaluate:
- 8 essential criteria for enterprise-ready AI agents
- Whether your AI can resolve work, orchestrate workflows, and continuously learn
- Your overall enterprise AI readiness with a final scorecard assessment
Download now.
NiCE
Which seven technologies will define the future of customer experience through 2030?
The biggest threat to your CX strategy isn't the technology you haven't bought yet. It's the fragmentation already inside your stack. Disconnected point solutions create siloed data, broken handoffs, and inconsistent context, the exact conditions that make proving ROI almost impossible.
The State of CX Tech 2026 draws on research from 342 CX practitioners, plus real-world case studies from Bosch, Tripadvisor, and Toyota, to show why leaders are shifting from integrating systems to designing for enterprise-wide execution. See the seven technologies reshaping CX and what separates the organizations scaling AI from the ones still stuck in pilots.
Inside this research report:
- The seven technologies reshaping CX through 2030
- Why 52% say the pressure to prove ROI is rising
- Accelerate adoption while proving measurable business value
- Learn from successful CX transformations from leading brands
Turn these insights into CX outcomes for your business.
NiCE
Ready to move beyond AI pilots and achieve enterprise-scale CX results?
AI adoption is accelerating, but many organizations still struggle to translate early success into enterprise-wide impact. Delivering measurable outcomes requires more than isolated use cases. It requires a strategy that connects AI, workflows, systems, and customer journeys across the business.
In the eBook, “Turn AI ambition into enterprise-scale results for CX,” you'll learn how leading organizations are operationalizing AI to improve customer experience, streamline operations, and create a foundation for continuous improvement. Explore practical approaches to deploying AI agents, orchestrating workflows, simplifying complexity, and measuring results at scale.
See how enterprise leaders are driving AI-first transformation:
- Deploy AI agents trained on CX-specific data
- Orchestrate workflows across front- and back-office systems
- Replace fragmented tools with a unified platform
- Scale securely with built-in governance and compliance
Turn AI into a measurable competitive advantage.
NiCE
Turn fragmented CX data into actionable intelligence
Most enterprise contact centers piece together business intelligence from as many as 45 disconnected systems, leaving leaders with dashboards that show what happened but not why, or how to improve it. In this white paper, DMG Consulting covers why 41% of enterprises ranked CX analytics as their top AI investment priority. As an intelligence engine of CX modernization, CX AI enabled analytics is helping leaders unify data, uncover patterns, identify root causes, and turn insight into coordinated action.
Download the white paper to learn how to:
- Move beyond isolated reporting toward decision-grade visibility across CX operations
- Use AI-enabled analytics to identify trends, risks, opportunities, and root causes faster
- Build the unified data foundation needed to scale AI responsibly and improve outcomes
- Turn data into insights, insights into action, and action into measurable business impact
- Prepare for agentic analytics by giving AI the intelligence layer needed to recommend, orchestrate, and execute smarter actions
If your organization is modernizing CX but still struggling with fragmented systems, unclear ROI, or slow decision-making, this executive-level resource will help you understand what needs to change.
Five9
Voice is your most-used channel, your most expensive, and the one where every customer decides whether your brand is worth their loyalty.
Legacy automation was never built for this moment. Scripted flows handle the easy 30%. Everything else escalates, repeats, and drives costs higher.
Five9 Voice AI Agents close this gap by enabling natural, human-like voice conversations that resolve complex customer inquiries, not just respond to them. This guide by Five9 gives your buying committee a clear, no-hype framework to evaluate what's possible now and move from pilot to production with confidence.
What you’ll learn:
- Why legacy bots have hit the containment ceiling — and what agentic AI actually changes
- What enterprise-grade voice AI requires across CX, IT, and finance stakeholders
- How to evaluate vendors objectively with an 11-category enterprise scorecard
- How to launch new voice use cases in days, not quarters
Download Now!
NiCE
Agentic AI is already live. Are CX leaders keeping up?
Agentic AI has moved into real production environments, and a growing group of CX leaders is already operating it at scale. Early results show clear gains in efficiency, experience, and speed.
The Agentic AI CX Frontline Report captures what these leaders are doing differently, what scales in practice, and where the advantage is already forming as agentic AI adoption accelerates.
This report reveals:
- Live agentic AI use cases in CX
- Early outcome signals from production
- Lessons for leaders preparing to scale
See what agentic AI looks like now.
NiCE
Harvard experts on designing human + AI teams that drive real business performance
AI isn’t replacing your workforce. It’s changing how work gets done.
Many organizations still approach AI as isolated initiatives, which limits impact. According to Harvard’s John Winsor, the real value comes from integrating AI into workflows, decisions, and customer interactions.
The advantage goes to organizations that intentionally design how humans and AI work together across the business. This includes how work flows, how decisions are made, and how outcomes are measured and improved over time.
Join John Winsor and Jen Stave of Harvard’s Digital Data Design Institute, along with Ryan Kurt, CEO of The AI Lab, for the Harvard Business Review on-demand webinar, “Orchestrating Human + AI Teams for the Future of Work.”
Design human and AI work:
• Redesign workflows to improve speed and consistency
• Structure human AI collaboration across core processes
• Govern AI to reduce risk and ensure accountability
• Connect AI initiatives to measurable business outcomes
Turn AI into measurable business impact.
Five9
The proof is in the results. From 95% CSAT to $2.4M in measurable impact, these aren't aspirational projections. They are outcomes top brands are achieving with Five9. This year's Customer Success Ebook brings together compelling, real-world stories from contact centers across industries and around the globe—showing what's possible when AI meets human expertise.
This collection of case studies will show you how to:
- Achieve Breakthrough Outcomes: Uncover the proven strategies behind massive cost reductions, unprecedented productivity gains, and record-breaking CSAT scores.
- Create the Perfect Partnership: Learn how leading contact centers are combining AI agents and human agents to transform the customer experience.
- Drive Loyalty and Growth: Implement the tactics that top CX leaders are using to build unbreakable customer loyalty and fuel sustainable business growth.
Download now!
Five9
Artificial intelligence now sits at the center of nearly every CX roadmap. But between vendor hype, evolving frameworks, and rapid technology shifts, it can feel difficult to separate real opportunity from noise.
This eBook by Five9 gives you a practical blueprint to assess readiness, unlock insight from your contact center data, and prioritize the right CX investments.
What you’ll learn:
- Where valuable CX insights are being buried in your current systems
- How to unlock the real story inside customer conversations
- Ways to prioritize AI and CX investments based on data, not assumptions
Download Ebook!
Five9
AI Agents are redefining customer experience, delivering faster resolutions and smarter interactions. As GenAI and Conversational AI mature, CX and IT leaders must understand what separates experimentation from enterprise-ready impact. The Aragon AI Report explores the evolving AI Agent landscape and why Five9 was recognized as a Leader.
Key insights include:
- Foundational capabilities required for enterprise-grade AI Agents
- How emerging AI Agent types are enabling more intelligent, adaptive customer interactions
- What leaders should consider when evaluating AI platforms to reduce risk and support long-term CX strategy
Download now
Five9
Wyndham Hotels & Resorts needed a modern contact center to keep pace with global demand and rising guest expectations. Legacy systems and complex agent tools created friction for both travelers and support teams alike.
By partnering with Five9, Wyndham transformed its contact center with AI-driven automation and intelligent workflows. This resulted in faster resolutions, more personalized guest interactions, and a scalable CX foundation built for the future.
Discover how Wyndham automated over 40,000 monthly password resets, streamlined 80% of booking cancellations, and achieved a sub-1% call abandonment rate—delivering effortless support while unlocking new levels of operational efficiency.