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Contact Center Resources: Get to Know the Five9 Cloud

Five9’s cloud contact center solution provides greater flexibility at a fraction of the cost of on-premise systems. Find out how Five9 can activate your business.

Zevas Case Study Screenshot

Case Study Zevas

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

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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).

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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.

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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.

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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.

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Ultra Mobile Case Study Screenshot

Case Study Ultramobile

Ultra Mobile is a mobile virtual network operator which sells low-cost prepaid mobile phone services with unlimited international calling and text plans, operating on T-Mobile’s cellular network in the United States. Ultra Mobile had an on-premise contact center and CRM solutions that lacked flexibility, limited reporting capabilities and an inability to personalize customer experiences.
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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.
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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.
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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.
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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.

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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.
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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.
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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.

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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.
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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.

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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.

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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. 

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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:

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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.
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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.
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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.

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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.

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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.
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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.

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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.
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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.

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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.
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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.
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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.
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Athenahealth Case Study Screenshot

Case Study Athenahealth

Receiving over 4,000 calls a day, athenahealth tries to resolve all requests within 24 hours. Athenahealth provides network-enabled services for healthcare and point-of-care mobile apps in the United States. With agents in multiple locations athenahealth was faced with finding a new contact solution that could scale to their growth and allow agents to work remotely.
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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.

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Brief Retail Industry Solution Brief

As a trusted partner to retailers, Five9 can help transform your contact center into the new front door of your business. The Five9 Intelligent Cloud Contact Center provides contact center solutions that deliver personalized omnichannel engagement, remote workforce optimization, and innovative uses of AI and workflow automation. With Five9, you can meet your customers’ expectations and provide them with exceptional experiences.
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Healthcare Industry Solution Brief Screenshot

Brief Healthcare Industry Solution Brief

Five9 is a trusted partner to healthcare providers, insurance providers, and medical companies to help extend and deepen the continuum of care with innovative communications solutions for exceptional patient and member support.
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Brief Five9 Solution Overview

The Five9 Intelligent Cloud Contact Center is helping transform the contact center to be the front door of your business to ensure that every customer interaction provides an extraordinary customer experience.
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Brief Five9 IVA for Healthcare Brief

Providing a seamless customer experience has never been more important for healthcare institutions. Consumers expect 24/7 access, responsive service, and plenty of options for managing their accounts. They also increasingly prefer organizations that leverage emerging technologies to make it easier to do business with them.
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Brief Five9 IVA for Financial Services Brief

Providing a simple, seamless customer experience has never been more important for financial institutions. Consumers expect 24/7 access, responsive service, and plenty of options for managing their accounts. They also increasingly prefer organizations that leverage emerging technologies to make it easier to do business with them.
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Five9 Certified Caller

With the Federal Communications Commission (FCC) in the United States taking action to protect against robocalls, Five9 is taking a leadership position to ensure Five9 customers can confidently and securely make outbound calls.
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Five9 for Financial Services Brief Screenshot

Brief Financial Services Solution Brief

Five9 is a trusted partner to financial services organizations to help meet customers’ expectations during their financial journey and provide innovative communications solutions. The Five9 Intelligent Cloud Contact Center empowers your business to rapidly and cost-effectively deliver the communication experiences your customers want with superior omnichannel, artificial intelligence (AI), and deep integration capabilities.
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Brief COVID Solution Brief

COVID-19 is a global pandemic and a national crisis. But the response is delivered at the community level, and communication is key.
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Teddy

Video Five9 NexRep - Trust

Teddy Liaw, CEO of NexRep, describes his company’s partnership with Five9, his biggest technology challenges, and why he trusts the Five9 team to deliver.
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Now More Than Ever it is Time to Move Your Enterprise Contact Center to the Cloud

Whitepaper Time to Move Your Enterprise Contact Center to the Cloud

Most businesses know that providing the type of exceptional experiences today’s customers expect requires migrating to the cloud due to the many benefits cloud contact centers offer. But moving your contact center to the cloud is a big decision that requires considerable due diligence. This whitepaper is designed to help evaluate your current contact center and determine whether now is the right time to move to the cloud.
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The Future is Now: Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences

Whitepaper The Future is Now Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences

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

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white-paper

Whitepaper Five9 Cloud is Ready for Your Cisco Contact Center

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.

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State and Local Governments Whitepaper Screenshot

Whitepaper State And Local Governments

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

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DMG Consulting Self-Service Maturity Model Whitepaper Screenshot

Whitepaper Self Service Maturity Model

The most sophisticated self-service is provided by a relatively new IT sector called Intelligent Virtual Agents (IVAs).
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Reimagining the Contact Center for Financial Services Whitepaper Screenshot

Whitepaper Reimagining The Contact Center For Financial services

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.

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Next Generation Retail Contact Centers Whitepaper Screenshot

Whitepaper Next Generation Retail Contact Centers

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.

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Maintain Business Continuity With the Five9 Intelligent Cloud Contact Center Screenshot

Whitepaper Maintain Business Continuity With the Five9 Intelligent Cloud Contact Center

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.

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