Five9 Virtual Contact Center Streamlines Resolution of Inbound Calls, Decreases Abandon Rate From 7% to
Under 1%
Cloud Contact Center Increases Agent Efficiency and Productivity, Reducing Average Time To Answer By 47
Seconds
Five9, 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 experience.
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 productivity.”
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, LinkedIn, Facebook, Blog.
About 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.
Five9
Gabrielle Targosz, 925-403-1199
Gabrielle.Targosz@five9.com
or
SHIFT Communications
Katelyn Davis, 415-591-8465
Five9PR@shiftcomm.com
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