Case Study: Alaska Airlines achieves lower costs and better CX with Five9

Alaska Airlines handles 20,000 to 50,000 daily calls with Five9

Alaska Airlines faced challenges with an expensive and inflexible legacy on-premises contact center. This system required manual call routing, struggled during call volume spikes, and offered poor omnichannel capabilities, hindering the airline's commitment to exceptional customer service. To modernize and empower its remote workforce, Alaska Airlines partnered with Five9 to implement its Intelligent CX Platform.

The Five9 solution provided a modern cloud contact center with automated and intelligent call routing, seamless omnichannel performance, and AI-powered tools like Agent Assist. This transition resulted in significant cost savings, lower wait times, improved agent productivity, and a more caring customer experience. Alaska Airlines also gained real-time reporting and greater flexibility to manage its operations, with Five9 noted as a key partner in their successful transformation.

Alaska Airlines