|[March 20, 2017]
Large Financial Services Company Realizes Significant Increase in Productivity and Significant Cost Savings Using Five9 Cloud-Based Contact Center Solution
Inc. (NASDAQ:FIVN), a leading provider of cloud software for the
enterprise contact center market, was chosen by a large financial
services company to transition its five contact centers from an
unreliable premise-based solution to the cloud-based Five9 (News - Alert) Virtual
Contact Center (VCC). Since implementing Five9, the company reports that
it has dramatically improved contact center reliability and uptime,
increased agent productivity by over 10%, realized significant savings
annually and was empowered with intelligent analytics to improve
The financial services company, which offers financing and loan
services, both online and in-store to under-banked consumers, required a
more reliable solution that would also increase efficiency in the
contact center. The company's initial decision to select and implement
Five9 was also based on the need for custom
reporting and robust analytics capabilities.
Key to servicing their customers is their contact
center, which supports customer service, sales and collections.
Five9 was chosen for its ability to seamlessly integrate with the
customer's homegrown workforce management system, which was a critical
cost savings component for the lending organization.
A strong team environment was also very important to the company and
they were able to leverage Five9 reporting and analytic APIs for
gamification, which involve friendly competition among both in-house
and outsourced contact center agents. One example is a game they created
similar to fantasy football where managers, including some executives
who are not normally directly involved in the details of the contact
center, draft agents to form teams with points earned based on
individual and team KPIs. According to the contact center manger, "Now
you have the whole management team getting involved, giving kudos to the
individual agents based on the agents' personal KPIs. This is breaking
down the barriers, bringing greater visibility and attention to the KPIs
and improving overall teamwork."
In addition to servicing clients and strengthening the team, there was
also a need for greater flexibility and scale. Since implementing Five9,
the financial institution has been able to easily reallocate resources
geographically, scale up or down based on seasonality and add new
contact center channels, including web chat and email, which led to the
10%+ increase in productivity.
and reporting was also a pain point. The company now leverages the
custom reporting capabilities from Five9 in all aspects of the contact
center, which has provided them data and key insights about the
activities of their end customers that are then integrated into their
customer service initiatives resulting in higher customer satisfaction.
"Our goal is to help our customers provide the best experience to their
end user. It has been an honor to enable companies like this to leverage
Five9 capabilities to increase productivity and grow their business as
they modernize their contact centers," said Mike Burkland, President &
CEO, Five9. "I was especially impressed with the creative use of Five9
APIs to improve teamwork and comradery with gamification."
Talk with us @Five9,
Five9 is a leading provider of cloud software for the enterprise contact
center market, bringing the power of the cloud to thousands of customers
and facilitating more than three billion customer interactions annually.
Since 2001, Five9 has led the cloud revolution in contact centers,
helping organizations transition from legacy premise-based solutions to
the cloud. Five9 provides businesses with cloud contact center software
that is reliable, secure, compliant and scalable, which is designed to
create exceptional customer experiences, increase agent productivity and
deliver tangible business results. For more information visit www.five9.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170320005066/en/
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