Case Study: Bakkt achieves scalable, remote-ready customer experience with Five9 Intelligent Cloud Contact Center

Bakkt Raises the Bar for Customer Experience

Bakkt, a digital-asset platform formed by the Intercontinental Exchange, enables consumers and institutions to buy, sell, store, and spend digital assets. Its two contact centers in Arizona and Georgia handle over 17,000 monthly calls from roughly 200 agents, but Bakkt struggled with instability and downtime, limited reporting and QA, difficulty scaling, and an inability to support remote work and multichannel engagement.

Bakkt deployed the Five9 Intelligent Cloud Contact Center—including inbound routing, digital chat, WFM, quality management, speech analytics, dashboards, and advanced data protection—supported by a technical account manager. The solution improved routing and call quality, enabled remote agents and self-service IVR, provided better reporting and coaching visibility, reduced handle times, maintained consistent SLAs, boosted agent performance and transparency, and helped avoid financial penalties.

Bakkt

Daren Autry

Head of Commercial Operations