Skip to main content

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.

By Format
Case Study - PING

PING Drives Its Contact Center with Five9 Analytics

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.
Get Case Study
professional-services

Professional Services Company Visualizes Performance in Real Time

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.
Get Case Study
healthcare_member_services

Healthcare Technology Provider Delivers Personalized Member Services

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.
Get Case Study
adHere Case Study

How adHere Revived Its Call Center with Five9

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.
Get Case Study
Kyndryl Resource Image

Kyndryl Migrates 200+ Customers and 90K Employees to Five9

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.
Get Case Study
case-study-anonymous-global-healthcare

Healthcare Partner Grows Business with CX Upgrade

A healthcare partner delivering extensive support services moved from on-premises CX to the cloud and expanded its operations internationally with Five9.
Get Case Study
Five9_CaseStudy_CentralBank

Central Bank Cuts Call Volume in Half

Central Bank achieved an 80% success rate with NLP by implementing Five9 Intelligent Virtual Agent to promote self-service.
Get Case Study
sum_up_five9

SumUp Sees 50% Call Containment 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.
Get Case Study
OceanFirst_thumbnail

OceanFirst Bank Deploys AI for Collaborative Intelligence

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.
Get Case Study
hospitality-brands

Hospitality Brands Improve Experiences with Agilysys 

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. 
Get Case Study
BISSELL Digitally

BISSELL Digitally Transforms Its Contact Centers

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.
Get Case Study
Atento

Atento Sets New Standard with Bitcoin

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.
Get Case Study
Mason-thumbnail_2022

Major Retailer Hits 90%+ QM and CSAT

A major, longstanding e-commerce and catalog retailer grappled with the limitations of an on-premises contact center platform.
Get Case Study
Pobl thumbnial

Pobl – On the Path to a Digital Future

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.
Get Case Study
Nutrisystem

Nutrisystem Moves to the Cloud and Cuts Technology Costs

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%.
Get Case Study
PDF screenshot

Pilot Freight Case Study

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.
Get Case Study
Five9 Case Study Lake County

Case Study Lake County

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.
Get Case Study
Zevas Case Study Screenshot

Case Study Zevas

Using multiple channels to communicate with customers Zevas agents can communicate with customers by customer preference.

Get Case Study
Five9 Contact Center Success Story - Ygrene

Case Study Ygrene

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).

Get Case Study
WorkConnect Case Study Screenshot

Case Study WorkConnect

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.

Get Case Study
Vibrant Case Study Screenshot

Case Study Vibrant

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.

Get Case Study
University of Akron Case Study Screenshot

Case Study University of Akron

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.

Get Case Study
TruConnect Case Study Screenshot

Case Study Truconnect

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.
Get Case Study
Teladoc Case Study

Case Study Teladoc

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.
Get Case Study
Technologically Brilliant

Case Study Technologically Brilliant

TBI is a leading third-party technology distributor. TBI started using Five9 when the company needed an auto-dial system to handle outbound telesales calls. TBI was dealing with the costly and inefficient process of storing all call recordings and Five9 offered the perfect solution.
Get Case Study
Stratasys

Case Study Stratasys

Stratasys, Ltd. is an American-Israeli manufacturer of 3D printers and 3D production systems for rapid prototyping and direct digital manufacturing solutions. Many of the global leaders are customers of Stratasys and have high expectations for customer service. Stratasys moved to the cloud with Five9 to provide the best service possible to its customers and resellers.

Get Case Study
Roundpoint Case Study Screenshot

Case Study Roundpoint

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.
Get Case Study
RIT

Case Study RIT

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.
Get Case Study
Regent University Case Study Screenshot

Case Study Regent University

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.

Get Case Study
Public Partnerships Works from Home with Five9

Case Study Public Partnerships PPL

Public Partnerships supports individuals with disabilities or chronic illnesses and aging adults to “self-direct” their own long-term homecare. Public Partnerships was using an on premises solution that was unable to handle the increase in call volume and needed to find a solution that could quickly adapt to the growth it was facing.
Get Case Study
Pizza Hut Case Study Screenshot

Case Study Pizzahut

Pizza Hut Australia operates approximately 270 restaurants in Australia, all linked via a single phone number that fields more than 3,000 calls each day. Call routing is a critical function of Pizza Hut Australia’s business model. But the company’s legacy system wasn’t delivering. The fragmented legacy system was cumbersome and provided limited visibility into the customer experience. The Pizza Hut Australia team considered updating its legacy call-steering system but chose to build a new solution using the Five9 Intelligent Virtual Agent (IVA) platform.

Get Case Study
PAR Case Study Screenshot

Case Study PAR Tech

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.

Get Case Study
NJ 2211 Case Study Screenshot

Case Study NJ 2-1-1

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. 

Get Case Study
NexRep case study cover

Case Study NexRep

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. Read how:

Get Case Study
Five9 and Linear Financial

Case Study Linear

Linear Financial Technologies (Linear) is a fast-growing fintech company that enables digital loan originations and servicing for credit cards, loans, and deposit accounts. They sought a solution that would provide reporting functionality, real-time visibility, an enhanced customer experience, better informed agents, and a fully remote workforce.
Get Case Study
KAR Case Study Screenshot

Case Study KAR

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.
Get Case Study
Jackson Hewitt Case Study Screenshot

Case Study Jackson Hewitt

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.

Get Case Study
ICON CAse Study Screenshot

Case Study ICON

ICON Communications Centres is a multilingual BPO based in Prague. Specializing in business specific contact center services providing technical support, sales and customer care services for their clients. ICON was seeing disparate systems as they onboarded clients, and they needed a solution that would fulfill the needs of their client base and provide the ability to customize IVR, provide detailed reporting and increase necessary integrations.

Get Case Study
Ian Williams

Case Study Ian Williams

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.
Get Case Study
Five9 Contact Center Success Story - Hoglund

Case Study Hoglund

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.

Get Case Study
Guardian Protection Screenshot

Case Study Guardian Protection

Guardian Protection Products is a leader in the furniture protection industry. The company provides a broad range of high-quality furniture protection products, plans, and repair services. Guardian needed a reliable cloud contact center provider that could help empower the company to optimize its customer service operations.
Get Case Study
Gonzaba Case Study Screenshot

Case Study Gonzaba

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.

Get Case Study
Five9 Case Study ConnectWise

Case Study Connectwise

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.
Get Case Study
CARFAX Success Story Screenshot

Case Study CARFAX

Salesforce plays a major role in enabling agents in CARFAX’s contact center to understand a customer’s identity and history with the organization. But without a strong integration between the contact center and Salesforce, CARFAX agents were manually tasked with working between two systems that did not talk to each other. This led to unnecessary delays in responding to customers and often an incomplete view of the customer.
Get Case Study
Bakkt

Case Study Bakkt

Bakkt Raises the Bar for Customer Experience Bakkt enables consumers and institutions to buy, sell, store, and spend digital assets on a seamless global network. The company receives over 17,000 calls a month at its two contact centers located in Arizona and Georgia. Bakkt knew it needed a reliable solution that would enable the company to streamline the scheduling and quality assurance processes.
Get Case Study
Five9 Contact Center Success Story - Alivi

Case Study Alivi

Alivi provides solutions for healthcare organizations to have access to technology platforms and advisory services that help health plans and providers focus on creating a tailored care strategy for members while managing costs. They offer solutions for non-emergency medical transportation, ancillary and supplemental benefits, and healthcare administration. Alivi’s weekly call volume could range anywhere from 100 to 40,000 calls a week, which was taxing for their previous on-prem solution.

Get Case Study