Contact Center Resources: Get to Know the Five9 Cloud

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.

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.

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. Read how:

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.

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.

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.

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.

With the Five9 Adapter for Zendesk, you can digitally transform your service organization and deliver a world-class experience for every customer interaction.

An intelligent cloud contact center allows you to unlock customer insights and intelligence, making it possible to deliver extraordinary experiences your customers will love.

Cisco Contact Center Enterprise and Express users are in good hands with Five9. We have many former Cisco leadership and technical staff who bring the experience necessary for Five9 to offer its Liftoff program to smooth that transition.

Discover how a modern cloud contact center helps state and local governments meet citizen expectations under ordinary circumstances and when the next disaster strikes.

As intelligent cloud contact centers increasingly take center stage for their ability to deliver more connected customer experiences, now’s the time to reimagine the possibilities of your contact center so you can take your customer service to the next level.

Read this white paper to learn what today’s retail customers expect when they contact customer service, the challenges of delivering modern customer experiences, and how Under Armour moved to the cloud and achieved over $1 million savings in call reduction.

This whitepaper is designed to help your evaluate how the Five9 Intelligent Cloud Contact Center can help maintain and fit into your current or developing business continuity plan. After reading this, you will have an understanding of how Five9 delivers the most trusted and reliable cloud contact center in the industry.

Business Continuity for Contact Centers

If the disruption caught your organization off guard and you were unable to provide the type of communication experiences and level of care today’s patients and members expect, now’s the time to migrate to the cloud so you can deliver healthcare anywhere, anytime.