Cloud Contact Center Increases Agent Efficiency and Productivity,
Reducing Average Time To Answer By 47 Seconds
SAN RAMON, Calif.--(BUSINESS WIRE)--
Inc. (NASDAQ:FIVN), a leading provider of cloud software for the
enterprise contact center market, today announced that a nationally
recognized financial services company has decreased abandonment rates
from 7% to under 1% leveraging its Five9 Virtual Contact Center (VCC) to
better automate and route inbound calls for an enhanced customer
Since expanding its existing Five9 implementation, the financial
services company, which services and subservices loans for borrowers and
third-party clients, has experienced an increase in agent productivity
and customer satisfaction. This is due largely to enhancements such as
caller authentication and self-service options that enable customers to
resolve many issues without agent involvement.
Since implementing the Five9 VCC solution, "customer satisfaction has
increased and our clients are pleased with our performance," said a
company analyst responsible for measuring and tracking results. "Our
abandon rate and average speed of answer have improved significantly
since we started using Five9. We have also seen increased efficiency and
The Five9 VCC deployment also enabled the company's 200 agents, who
field thousands of inbound calls per week from customers seeking to make
payments, resolve questions about their loans and discuss potential loan
modifications, to speed the time it takes to answer calls by an average
of 47 seconds. The lender intends to continue expansion of its Five9
contact center solution through the future deployment of social, chat
and other digital and online capabilities in order to stay ahead and
exceed customers' expectations.
"We're pleased to see another Five9 customer leveraging our VCC solution
to optimize their contact center to deliver both increased agent
productivity as well as an improved customer experience to their
customers. The power of our cloud contact center solution has allowed
this company as well as thousands of other clients to deliver these
types of tangible business improvements," said Mike Burkland, President
and CEO, Five9.
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/20170417005238/en/
Gabrielle Targosz, 925-403-1199
Katelyn Davis, 415-591-8465
Source: Five9, Inc.
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