Case Study: Agilysys improves contact center efficiency with Five9

Agilysys cuts average handle time by 60+ seconds with Five9

Agilysys, a global technology provider for the hospitality industry, faced challenges with an outdated on-premises contact center system that had limited functionality, poor support, and lacked critical integrations like Microsoft Teams. To modernize its operations and improve agent management, Agilysys partnered with Five9 to implement their intelligent cloud contact center platform.

The Five9 solution, including UC Integration with Microsoft Teams, Workforce Management, and Agent Desktop Plus, was deployed rapidly. This provided a seamless user experience and powerful tools for scheduling and call routing. The results were significant: Agilysys reduced average handle time by over 60 seconds, saved considerable operational costs, and achieved a faster average answer time. Five9 enabled the company to run more efficiently and manage the system internally with ease, laying a foundation for future growth and innovation.

Agilysys