Large Financial Services Company Realizes Significant Increase in Productivity & Significant Cost Savings Using Five9 Cloud-B...
March 20 2017 - 08:00AM
Business Wire
Five9 a Key Component in Gamification of
Contact Center – Creating A Stronger Team Environment
Five9, 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
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 decision making.
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 involves 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.
Analytics 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, 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.
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version on businesswire.com: http://www.businesswire.com/news/home/20170320005066/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT
CommunicationsKatelyn Davis, 415-591-8465Five9PR@shiftcomm.com
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