Today, more and more companies are viewing their contact center as a unique customer touchpoint and pivotal stop on their customer’s journey. That’s why when CARFAX set out to replace their on-prem contact center, they made the deliberate decision to find an innovative and fully cloud-based offering that would propel their service and sales operation into the kind of customer experience center they envisioned.
Five9’s Darryl Addington is joined by David Muttiah, Change Manager at CARFAX, to discuss the key steps CARFAX took to improve their customer journey and agent efficiency. In this webinar, you will learn how CARFAX:
Evaluated the market and the criteria they used when looking for a new contact center partner
Used the joint Five9 and Salesforce integration to digitally transform their sales process for acquiring and onboarding new customers
Made the switch from an on-prem contact center to the cloud including the agent change management aspects of the joint Five9-Salesforce solution
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