Five9, a leading provider of cloud software for the enterprise contact centre market, announced that it has been selected by a leading American financial services brand to serve as the core of their contact centre operations.
The financial services company operates a mostly inbound contact centre in three primary locations to serve prospective and current customers across four groups: retirement/annuities, life insurance, sales and “pre-need” insurance.
Previously, they were using an on-premise contact centre solution that required heavy investment and extensive IT support that provided no visibility across the four groups.
After evaluating potential on-premise and cloud contact centre vendors, the financial services company chose Five9 for its native cloud functionality, robust Salesforce integration, screen and call recording, the ability to support a virtual desktop infrastructure, and for the Five9 team’s dedication to making sure the solution was tailored to meet their needs.
Five9 met with the financial services firm’s leadership to gain a deep understanding of existing infrastructure, locations, business functions and users. Five9 then demonstrated how they would support the company’s operations and improve their visibility across the four groups – while ensuring the strict financial services compliance and regulatory mandates would be met.
“Moving a contact centre to the cloud gives companies the ability to truly uplevel their agent and customer experience, and it takes a team effort to make that shift,” said Dan Burkland, President, Five9. “This financial services brand recognized our dedication to innovating in the cloud, providing scalability, trusted partnership, and ongoing support for their digital transformation strategy.”
Today, the financial services firm operates its cloud contact centre on the Five9 cloud platform and has realized superior customer service experiences, improved agent performance, and visibility across all four of their business groups.
Five9 is a leading provider of cloud contact centre software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences.
For more information visit www.five9.com.