Case Study: Five9 achieves a 70% improvement in OLA compliance and saves 4 FTEs with BMC Software's Remedyforce

Contact center software vendor Five9 improves operational level agreement (OLA) compliance by 70% with real-time incident management

Five9, a contact-center software vendor supporting 1,000+ clients and more than 3 billion customer interactions a year, needed faster, real-time collaboration between customer service and technical support. Escalations to level-2 and level-3 were hampered by manual, duplicate data entry and a small team spent significant time synchronizing information across three separate tools.

Partnering with BMC and Cloudaction, Five9 implemented BMC Remedyforce and Cloudaction’s actionHub to integrate Salesforce Service Cloud and Rally Software for end-to-end incident management. The solution enabled single-click escalation and automated data flows, improving OLA compliance by 70%, saving four full-time equivalents, reducing resolution times, and increasing visibility into SLAs and customer status.

Five9