SONDA Transforms Helpdesk Services with Five9
SONDA transformed its helpdesk with AI-powered solutions from Five9, unifying voice and digital channels while automating routine IT requests. By deploying Intelligent Virtual Agent and Agent Assist, the company improved efficiency, reduced wait and handle times, and enhanced both customer and employee satisfaction—turning a high-volume support function into a scalable, proactive, and value-driven experience.
- ~27% increase in agent productivity
- 30% increase in call deflection
- 71% reduction in average wait times
