Case Study: Apex America achieves an optimized agent experience and a unified, AI-powered contact center with Five9

Apex America Optimizes Its Agent Experience

Apex America is a Latin American BPO that serves enterprise clients with contact center and digital customer support, employing 5,000+ people who handle roughly 12,000 calls per day. As it aimed to double in size, the company struggled with a fragmented, multi-vendor contact center stack that lacked true omnichannel integration, made changes costly and slow, and limited its ability to adopt AI and innovation.

Apex consolidated onto the Five9 Intelligent CX Platform, replacing disparate systems with a single integrated solution (including Salesforce integration and inbound/outbound capabilities), implemented in about two weeks, and gained built‑in AI, easier self‑management, and scalability. The result: lower development overhead, faster change cycles, improved agent experience, and a more modern, consistent customer experience for its clients.

Apex America

David Benadoff

Vice President