Cincinnati Bell Upgrades to the Cloud for Improved Sales, Productivity and Customer Experience
“Within weeks of having Five 9 implemented into our center we identified several key areas that we were able to modify to increase a better customer and employee experience,” Gregory Moler, Channel Manager, Cincinnati Bell
Cincinnati Bell provides integrated communications solutions – including local and long distance voice, data, high-speed Internet and video – that keep residential and business customers in Greater Cincinnati and Dayton connected with each other, and with the world.
The primary function of their outbound contact center is to call customers and sell Telecom services and retain when promotions expire.
In 2016 their previous premise solution wasn’t capable to help with reporting, connectivity, support so Cincinnati Bell wanted to upgrade to the latest and greatest contact center solution. They considered upgradeing to their legacy solution but selected Five9 because of the reliability, better features, strong reporting, support team and sales team.
Currently Cincinnati Bell uses Five9 Contact Center and the Five9 Outbound Dialer. With Five9 they were able to accomplish their original goals and have seen many benefits including:
• Improved average handling time
• Improved sales metrics
• More sales per rep
• Able to integration with CRMs (Salesforce and proprietary CRM)
• Ability to report monthly and yearly metrics
One of Five9’s biggest strengths is the ability to integrate with CRMs. Cincinnati Bell has integrated Five9 with both Salesforce and their proprietary CRM. By integrating Five9 with these CRMs, it makes it very easy for the agent to see everything they need to know before the call is made.
“With Five9 we’ve been able to report monthly and yearly metrics and analyze opportunities to help sales and retention reps perform their jobs better with call recordings. The biggest benefits have been increased sales and productivity,” concludes Moler.