Case Study: a nonprofit company modernizes CX and reduces call abandonment with Five9

a nonprofit company cuts call abandonment from 28% to 13% with Five9

A nonprofit company serving over 150,000 members was struggling with a legacy contact center system that lacked modern features. Their challenges included limited omnichannel support, restricted reporting, no queue callback functionality, and minimal integrations with other systems like Salesforce. To modernize its customer experience, the company chose to implement the Five9 Intelligent CX Platform.

By deploying Five9's solutions, including its Intelligent Virtual Agent, Workforce Management, and Agent Assist, the nonprofit achieved significant improvements. The implementation resulted in call abandonment rates dropping from 28% to 13%, while the new IVR eliminated thousands of spam calls. Five9 provided out-of-the-box reporting, queue callback, and seamless omnichannel support, leading to increased member satisfaction and operational efficiency.