Higher Education Institution Implements Five9 Contact Center Software To Help Increase Student Enrollment

PRESS RELEASE: Five9 announced that a large nonprofit higher education institution, with over 50,000 alumni, has selected the Five9 Virtual Contact Center (VCC). Students and potential students who call into the contact center are paired with a student advisor who maintains a relationship throughout their time at the institution. This customer represents over $530,000 in annual recurring revenue to Five9.

After experiencing low enrollment rates, the organization invested in the contact center infrastructure to help improve student conversion rates. When the organization shifted from an on-premise system to the Five9 cloud-based solution, it was critical that it integrate easily with currently installed technologies, including Oracle Service Cloud. The feature rich, proven integration provides a better customer experience by delivering the valuable and contextually relevant data with each call, enabling the agent to improve the customer experience and deliver better outcomes.

With the Five9 solution, the customer is now able to use advanced reporting, analytics and routing capabilities, fully integrated to the existing systems, resulting in an improved customer experience. This customer is confident in the high level of reliability and functionality provided by Five9 to support the anticipated increase in the student conversion rates.

Primary reasons Five9 was chosen include:

  • Robust integrations to Oracle Service Cloud CRM
  • Advanced APIs for additional integrations
  • Analytics with enhanced routing
  • High reliability

“Five9 integrates easily with existing technology, including CRM solutions. The education industry, like many others, has a need for a very high level of reliability that can help contribute to their business goals, such as increasing student enrollment rates,” said Mike Burkland, President and CEO, Five9.