Five9 Virtual Contact Center Streamlines Resolution of Inbound Calls, Decreases Abandon Rate From 7% to Under 1%
April 17 2017 - 7:07AM
Business Wire
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.
View source
version on businesswire.com: http://www.businesswire.com/news/home/20170417005238/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT
CommunicationsKatelyn Davis, 415-591-8465Five9PR@shiftcomm.com
Five9 (NASDAQ:FIVN)
Historical Stock Chart
From Apr 2024 to May 2024
Five9 (NASDAQ:FIVN)
Historical Stock Chart
From May 2023 to May 2024