# How Five9 uses Backstory

**1,000+** Seller hours saved per year

As published on [backstory.ai](https://www.backstory.ai/case-studies/five9). Captured by usedby on 2026-10-07.

- Company: [Five9](https://www.usedby.ai/companies/five9.md)
- Tool: [Backstory](https://www.usedby.ai/tools/backstory.md)
- Industry: [Telecommunications](https://www.usedby.ai/companies/industry/telecommunications.md)
- Teams: Sales, Sales Efficiency and Transformation

## What the story says

Five9, a cloud contact center software company, uses Backstory to automatically capture sales activities from emails, meetings, and calls into Salesforce and to calculate account engagement scores that feed its forecasting tool. It also uses Backstory opportunity scorecards to standardize deal qualification inside Salesforce.

Summary written by usedby from the source page, in English. The figures are those of Backstory and Five9, not ours.

> Five9 came in wanting better data. What they built was a fully enabled, data-driven sales org. Reps got 1,000+ hours back from manual CRM work. Leaders stopped relying on seller self-reporting and started coaching from engagement scores.

- **200,000+**: “200,000+ sales activities automatically captured and matched in CRM”

> With Backstory, we've removed the guesswork from our sales process and set our sellers up for success.
>
> Esther Friend, FORMER VP OF SALES EFFICIENCY AND TRANSFORMATION

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 1,000+ is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Five9.
- Checked: each number in our summary is printed on the page.
- Checked: Five9 uses Backstory. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/five9-backstory · How we check: https://www.usedby.ai/methodology