Penn Foster Success Story

Like many organizations Penn Foster had added products into their contact center over a number of years. The result was a range of products from different vendors including IVR, audio recording, ACD routing and a legacy on-premise contact center system which was over 20 years old and facing end-of-life. Penn Foster selected Five9 for its tight integration with Oracle and their strong reputation in the industry as a company that understands the needs of the contact center.

Company Background

For over 125 years, Penn Foster has dedicated itself to helping people lead more meaningful and productive lives and improving social outcomes through education. Penn Foster provides career pathways for people of all ages with a wide range of affordable education options for high school, college, and career advancement. With more than 40,000 graduates each year, Penn Foster’s online and blended learning programs are delivered in a self-paced, competency-based model combined with comprehensive academic, professional coaching and personal support.

Challenges

  • Separate systems for student data made agent training take longer and student service time consuming and unpleasant
  • Seven disparate, poorly integrated contact center products made administration difficult and challenging to provide consistent customer experience
  • Limited data visibility made reporting results a nightmare; justification of additional resources was always a challenge
  • Legacy on-premise solution nearing end-of-life and costly to upgrade

Five9 Solutions

  • Five9 Virtual Contact Center with the following capabilities:
  • Oracle Service Cloud Plus Adapter
  • Engagement Workflow
  • Five9 Reporting and Analytics
  • Five9 Supervisor Plus
  • Autodialer
  • IVR
  • Integration with Aspect WFM and Authority Audio Recording

Benefits

  • Integration with Oracle Service Cloud gives agents greater insights into customer data to provide improved, personalized customer experiences
  • 18% increase in year over year service level despite an overall volume increase of calls
  • Inbound abandon rate decreased by 6.7%
  • Improved reporting and data provides insights into trending and pain points to manage staff more effectively
  • Better call routing ensures customer calls are handled more efficiently
  • Disaster recovery and geo-redundancy
  • Automatic upgrades