Contact Center Resources: Get to Know the Five9 Cloud
The Five9 Intelligent CX Platform provides greater flexibility at a fraction of the cost of on-premise systems. Find out how Five9 can bring joy to your CX.
As a business process outsourcer and leader of Latin America’s digital customer experience industry, Apex America needed contact center capabilities to keep pace with its growing workforce. See how Five9 met that need and then some.
This nonprofit company struggled with a legacy contact center system that couldn’t keep pace with modernization and the need to provide omnichannel support. See how Five9 came to the rescue.
This global manufacturing company brought its contact center in-house and deployed Five9 within two-and-a-half months. As a result, the company improved its abandonment rate from 30% to 2% and hold times from 50 minutes to less than five minutes.
The airline needed to move from an on-premises contact center to facilitate AI abilities, solidify its omnichannel capacity, and support its remote work strategy. Five9 delivered all of that and more.
“I’ve never worked with a business partner where I felt so cared for and supported.”
PING is a leading family-owned sports equipment manufacturer focused on producing custom golf products for a global market. See how PING provides a custom experience for each and every customer.
A global professional services organization serving multiple industries took a leap toward modernizing its operations. Since implementing Five9 Workflow Automation, the organization has increased productivity and lowered operating costs by eliminating manual monitoring and processes.
Healthcare Technology provider whose technology connects hundreds of health vendors, benefits resources, and plan designs into one comprehensive health and wellbeing experience. Using Five9 and Salesforce integration to power next-generation of care.
With its call center on the verge of failing, adHere made a final rescue attempt. See how Five9 enabled the advertising agency to experience a massive jump in revenue.
Months of planning and preparation with Five9 and the Kyndryl Digital Workplace Global Practice team had laid the groundwork to migrate nearly 90K employees and 200+ customer contact center locations within two months without a single issue.
A healthcare partner delivering extensive support services moved from on-premises CX to the cloud and expanded its operations internationally with Five9.
For global payment processing provider SumUp, finding a partner offering voice and IVA solutions in diverse languages while automating workflows to increase self-service created a path toward improving customer experience.
OceanFirst Bank advanced its mission to deliver community-focused customer service while modernizing its contact center by replacing legacy systems and deploying AI to improve agent skill and efficiency.
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.
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.
One of the world’s top five largest business process outsourcing companies, Atento delivers services — including customer care — to major businesses worldwide. Atento worked with Five9 to move to the cloud.
Having grown through acquisition, Pobl had teams working on unconnected legacy telephone and customer contact systems. They were unreliable and no longer meeting the needs of the business.
Weight loss leader Nutrisystem moved its customer contact center from an on-premises setup to the cloud and almost immediately reduced its technology spending by 15%–20%.
Pilot Freight Services knew they needed to automate its contact center and added IVA to provide a smooth path to resolve routine requests. Read on to learn more about Pilot Freight’s success with Five9.
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.
Ygrene provides residential and commercial property owners with access to affordable financing for energy-efficient, renewable energy, water conservation, and natural disaster protection improvements. An alternative to traditional options, approval is based primarily on property equity and is repaid through property taxes. To better serve its customers, Ygrene had reached the decision to migrate from a cloud platform to one that would improve uptime and provide out-of-the-box features that include interactive voice response (IVR) and intelligent virtual agent (IVA).
As Work Connect Project (WCP) was building out its mission to help hourly waged employees in need of emergency funding and job opportunities during the COVID-19 pandemic, the organization realized that it needed a cloud contact center as a service (CCaaS) provider to easily collaborate since everyone worked remotely. WCP selected Five9 due to its ability to rapidly deploy, scale as needed, and handle high call volumes.
Vibrant Credit Union serves more than 50,000 members across the United States with 26,000+ calls and 800+ chats a month. Headquartered in the Quad Cities region of Illinois, Vibrant provides members nationwide with personal and business banking, investments, auto loans, and mortgages. Vibrant decided it needed to change its existing cloud contact center and phone providers after losing confidence in its previous vendor after many challenges.
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.
TruConnect is an American mobile virtual network operator (MVNO) that sells mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network.
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.
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.
Founded in 1829 and internationally recognized, Rochester Institute of Technology (RIT) has more than 15,000 undergraduate and 3,000 graduate students in nine colleges. RIT wanted to improve its customer service experience and was in the process of transitioning the information and technology services (ITS) to a one-stop shop where it could provide a rich campus experience.
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.
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.
Learn how NexRep operates outsourced full-service call centers that provide multichannel customer service and direct response sales for hundreds of enterprise companies across multiple industries. For more than 16 years, NexRep has turned to Five9 to power its technology transformation.
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.
Read the case study to learn how Jackson Hewitt was able to scale quickly, improve agent performance, and effectively coach agents, forecast staffing during volume spikes, and provide transparency into agent activities and leverage data to improve the customer experience.
Ian Williams is one of the largest privately-owned property services companies in the UK, specializing in the social housing, education, and commercial sectors. The contact center is the “shop window” of the company and plays a pivotal role in the daily provision of services to its customers. Ian Williams was burdened with a legacy system that no longer met the needs of the business and wanted to move to a cloud contact center solution that could integrate with its job management system, ensure business continuity, provide robust reporting, and deliver an exceptional customer experience.
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.
Gonzaba Medical Group (GMG) had a problem. Patients of the healthcare provider, which has delivered comprehensive services in the San Antonio region for over 60 years, had to wait on hold for extended periods of time when they needed assistance. GMG also had challenges with its on premises legacy system and wanted to improve the efficiency of its contact center operations.
ConnectWise empowers technology solution providers to succeed with software, services, and integrations. ConnectWise Assist offers white-labeled help desk services with highly skilled technicians responding to approximately 40,000 interactions every month.