Support Drupal


Data-driven design for a leader in cloud-based technology.

Five9 on several devices

+14.92% Conversion Rate on Navigation

+20.89% Conversion Rate On Capability Pages

Client Overview

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers worldwide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more.

Five9 Mobile Gallery

The challenge

Five9 had a robust website, offering prospective and current customers rich information about their industry-leading contact center technology. Yet they needed to understand how the website and UX were performing, and which messaging and content resonated most with their audience. They also needed to start using data to inform the decisions about website updates and messaging to ultimately improve conversion.

The solution

Starting with user research and discovery, we dug deep into the needs of each of their customer personas and key business areas. We interviewed members of each department to create a cohesive view of their needs, pain points, and goals.

We tested Five9’s site using heat mapping and site analytics to make data-driven decisions for design and functionality updates. We tested landing pages, updated site navigation and messaging, and revamped design on several key pages.

Key features

New Navigation Testing

Five9's Revised Home Page

Updated website navigation based on user-testing, resulting in improved UX.

Data-Driven Strategy

Five9 heat mapping

Heat mapping the new pages proved that the changes to design, layout, and functionality resulted in a site that converts better.

User & Stakeholder Research

five9 research

Understanding the pain points and perspectives for each area of the business as well as each customer persona was critical in creating a strategic website growth plan.

Thank you again to the entire Kanopi team for your continued guidance and partnership as we could not have done this without you.

Alex Bullo
Alex Bullo Head of Digital Marketing & Website Client Since 2021