A global technology provider for world-class hospitality brands, Agilysys modernized its contact center and improved efficiencies. The Five9 platform empowers Agilysys customers to deliver exceptional guest experiences.
Read this white paper to learn what today’s retail customers expect when they contact customer service, the challenges of delivering modern customer experiences, and how Under Armour moved to the cloud and achieved over $1 million savings in call reduction.
The contact center is your company’s new front door, and providing a consistently exceptional customer experience is essential. But set against a fast-moving technology backdrop, where does your business stand when it comes to CX maturity? How ready is your organization to capitalize on powerful new solutions that make it possible to completely reimagine CX and realize real results?
Deploying cloud-enabled technology in your contact centre can help you deliver the experiences your customers want and the cost savings your organisation needs. Learn why more Canadian businesses are migrating to the cloud.
Five9 Professional Services is a team of trusted advisors committed to your success that provides expert guidance at every step of your journey. They work with you to create a contact center that expertly meets your organization’s specific business requirements while exceeding expectations.
Established in 1956 as a state-certified public health department, the Lake County Health Department and Community Health Center of Lake County, Illinois manages an estimated budget of $70 million for 52 separately funded programs. The Lake County Health Department was using an on-premises contact center system and was in the initial stages of a five-year digital transformation strategy. However, when the pandemic hit, overnight, staff was sent home and due to the sudden spike in call volumes during the onset of the pandemic, they needed to implement the solution within 48 hours.
Five9 Customer Service Index 2021 survey reveals preferences vary by age, geography. To help businesses better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey 2,048 consumers in seven countries. Now in its fifth year, the Five9 Customer Service Index provides data and insights to help businesses better meet their customers’ changing needs and expectations.
The Five9 Blended Contact Centre allows agents to move easily between both inbound queues and outbound calling lists. Blended components work together on our cloud platform as a single system, eliminating the gap between inbound ACD functionality and outbound dialers. CTI and CRM capabilities are integrated to provide a seamless solution for both your agents and customers.
With the Federal Communications Commission (FCC) in the United States taking action to protect against robocalls, Five9 is taking a leadership position to ensure Five9 customers can confidently and securely make outbound calls.
NJ 211 is a statewide network of local 211 information and referral providers for New Jersey. The organization needed work-from-home capabilities, the flexibility to scale, and a cloud contact center solution with web capabilities.
Michigan-based BISSELL Homecare, Inc. has developed innovative floor care solutions for over 140 years. The company supplies households across the globe with vacuums, sweepers, carpet-cleaning machines, hard floor cleaners, and cleaning formulas. BISSELL has 2,500 employees worldwide, with 150 full-time agents across four outsourced contact centers in four countries using the Five9 platform.
Five9 received the highest overall vendor satisfaction score in the DMG Consulting 2021/2022 Cloud-Based Contact Center Infrastructure (CBCCI) report. The report measures customer satisfaction and completeness of product features.
The following customer stories and quotes highlight the challenges our customers have faced, and share how Five9 helped them achieve their business objectives - creating valuable partnerships and delivering exceptional experiences to their customers along the way.
During the pandemic university employees were forced to work remotely, and this transition impacted the IT help desk that handles remote tickets for students. Read the case study to learn how the University of Akron quickly moved its contact center to the cloud so it could remotely support students.
Read this whitepaper to learn how the right cloud contact center solution helped higher education institutions maintain business continuity and agility during the crisis and be equipped to deliver exceptional service for students any time, every time.
If the disruption caught your organization off guard and you were unable to provide the type of communication experiences and level of care today’s patients and members expect, now’s the time to migrate to the cloud so you can deliver healthcare anywhere, anytime.
Despite rising interaction volume and complexity, you can find a better path forward for your contact centre. Read the Forrester analysis to learn how Five9 helps companies save millions and deliver successful outcomes.
Receiving over 570,000 calls a month, RoundPoint Mortgage is one of the nation’s largest, fully integrated, non-bank mortgage servicing companies with offices located in Fort Mill, SC and Dallas, TX. RoundPoint moved to the cloud from its on premises contact center solution to provide “white glove services” to customers.
PAR Technology is a technology company that provides point of sale (POS) hardware and software to restaurants, retailers worldwide. As PAR moved to the cloud away from their on premises solution, they needed a unified communications as a service (UCaaS) system and cloud contact center as a service(CCaaS) provider so that they could easily collaborate across the organization. Implementing the Agent Expert Consultation feature, agents can connect with Zoom phone users throughout the organization. Creating a better first call resolution for their customers.
As intelligent cloud contact centers increasingly take center stage for their ability to deliver more connected customer experiences, now’s the time to reimagine the possibilities of your contact center so you can take your customer service to the next level.
With Five9 Enterprise Quality Management you can evaluate, score, and create training for your agents using recorded omnichannel events to help improve agent performance and enhance customer satisfaction.
Teladoc Health is a telemedicine company that uses telephone and video conferencing technology to provide on-demand remote medical care via mobile devices, the Internet, video and phone. Over 50 million members connect within minutes to Teladoc’s network. Teladoc has multiple service centers in various countries with contact center employees operating 24 hours a day, seven days a week handling over 2M+ calls annually.
Agent assistance technology provides your agents with real-time transcriptions and summaries, targeted guidance, and knowledge base integration so they can provide exceptional customer experiences. Practical artificial intelligence (AI) improves average handle time, resolves issues faster, and improves your bottom line.
Five9 Video enables customers to use their mobile device to share what they’re seeing with an agent who can quickly diagnose the problem, annotate the video feed, and guide them to the solution in real time.
Genesys Engage and PureConnect users are in good hands with Five9. We have many former Genesys technical staff who bring the experience necessary for Five9 to offer its Liftoff program to smooth that transition.
Cisco Contact Center Enterprise and Express users are in good hands with Five9. We have many former Cisco leadership and technical staff who bring the experience necessary for Five9 to offer its Liftoff program to smooth that transition.
Most businesses know that providing the type of exceptional experiences today’s customers expect requires migrating to the cloud due to the many benefits cloud contact centers offer. But moving your contact center to the cloud is a big decision that requires considerable due diligence. This whitepaper is designed to help evaluate your current contact center and determine whether now is the right time to move to the cloud.
Regent University wanted to improve its communications channels and scale to meet growth goals. With Five9, they were able to move to the cloud with ease and scale on demand, enable an omnichannel experience so students could interact on their channel of choice and leverage workforce management and workforce optimization to improve agent scheduling and efficiency.
Hoglund handles over 6,000 net new calls on a daily basis and realized they would not be able to handle the call flow. Streamlining the contact center experience Hoglund moved the entire office to Five9 with amazing results within months of deployment.
Metrigy evaluated 19 WFO providers as part of its global 2021-22 Workforce Optimization and Engagement research study. The research firm analyzed data and qualitative commentary on adoption, drivers, technology partners, costs, and business success across a variety of WFO areas.
Five9 Enterprise Workforce Management (WFM) provides a powerful tool to strategically manage your workforce in the contact center to ensure maximum productivity while meeting the scheduling needs of your agents.
The Five9 WFO solution has a powerful protective layer of security that prevents exposure of valuable customer data. It supports efforts to meet regulatory compliance concerns and data privacy standards.