Five9 Helping Ensure Customer Service Continuity During COVID-19 Teleworking Mandates

When the coronavirus crisis forced non-essential businesses to immediately adopt teleworking strategies, for some, it was a relatively easy transition.  While companies that had already migrated to cloud-based communications technologies still had to bring many more employees up to speed on remote working, they already had the technology in place.  For customer service organizations, the transition is critical to maintaining a high level of customer service and having the right technology goes a long way in simplifying the process.

For instance, a Canadian home and auto insurance provider using Five9’s cloud contact center platform was able to quickly adjust to the work from home mandate, allowing its agents to leveraging its full contact center capabilities, as well as the Verint-powered workforce management solution.

“Companies that have adopted the cloud have the ability to scale and adapt at rapid speeds, which is a major benefit especially during these unprecedented times,” said Five9 (News - Alert) President Dan Burkland.  “Luckily for this business, they had already made the move to the cloud and were equipped to immediately support a work from home model – keeping their employees safe and healthy without any disruption to their customers or brokers.”

But, for many others who relied on legacy systems, technology was the stumbling block, and before being able to function in a remote environment, they first needed to deploy cloud solutions.  For customer service organizations, in particular, that could be a major business disruption.  They couldn’t simply rely on cell phones to handle customer calls, as some employees are forced to do in the absence of a cloud solution.

Five9 recognized the challenge and launched its rapid deployment program, Five9 FastTrack, in response.  The program is designed to get contact centers operating remotely on a cloud platform in as little as 48 hours – done over a weekend, that could significantly reduce disruption.

“Our sales and services teams are committed to rapidly deploying contact center agents to the cloud with our all-in-one work from home solution – allowing people to keep working, stay connected and be safe,” said Dan Burkland, Five9 President.

Several customers have already benefitted from Five9’s ability to migrate their contact centers to the cloud quickly during this crisis.

A Florida university signed a contract on a Friday and, by Monday morning, its agents were all up and running from their homes, allowing the school to deploy 60 new agents to supports the increase in inbound calls and support tickets.

Another customer, Under Armour, has been able to ensure customer service continuity as a result of moving to the cloud:  “Five9 gives us control and the ability to communicate with customers no matter where the agent might sit,” said the company’s Director of Customer Services Rebecca Arwood.

The benefits of cloud are no more evident than during this current scenario, where an unprecedented number of people have been immediately pushed into work from home situations.  The ability to manage the transition smoothly and without business disruption is critical – especially for customer service teams.  Five9 says it has already moved tens of thousands of agents to remote technologies to enable their organizations to deliver uninterrupted service, despite the challenging conditions.

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Edited by Erik Linask