Case Study: BISSELL achieves 9% higher CSAT and 5% FTE savings with Five9

BISSELL Digitally Transforms its Contact Centers

BISSELL, a long-established manufacturer and retailer, had outgrown its on-premises contact center: reporting and IVR were hard to configure, integrations were lacking, service disruptions were frequent, and the platform couldn’t scale to improve customer experience across more than a million interactions a year. The company needed a flexible, integrated solution to reduce transfers, support omnichannel workflows, and increase CSAT.

BISSELL migrated its four contact centers to Five9’s cloud platform, gaining native Oracle CRM integration, CTI, Intelligent Virtual Agent, IVR callbacks, and Quality Management. The change delivered a 9% lift in customer satisfaction, over 5% FTE savings through smarter routing and callbacks, a 15% increase in containment via AI self-service, and rapid scalability (Five9 doubled licenses overnight to enable remote agents), while enabling better product feedback for developers.

BISSELL

Razi Sharbaan II

Associate Director, Global Consumer Services