Case Study: Alaska Airlines achieves lower costs and improved customer experience with Five9

Alaska Airlines Moves to the Cloud and Improves CX

Alaska Airlines, the fifth‑largest carrier in North America with 23,000 employees and 1,500 primarily remote customer service agents handling 20,000–30,000 calls per day, needed to replace an expensive, hard‑to‑manage on‑premises contact center. The legacy system limited omnichannel capability, required manual call routing, struggled during volume spikes, and hindered a finance-led initiative to lower subscription costs and better support remote work.

Alaska moved to the Five9 Intelligent CX Platform, deploying features like Agent Assist, automated omnichannel routing, real‑time reporting, and digital engagement to empower agents and streamline operations. The cloud solution reduced software costs, enabled faster changes, improved routing during peaks (lowering wait times), supported agents with accessibility needs, delivered actionable dashboards, and earned Alaska a Five9 Reimagine CX Award.

Alaska Airlines

Gail Mahan

Director of Contact Center Planning and Technology