Case Study: Zevas Communications achieves rapid work-from-home pivot and uninterrupted service with Five9

BPO Zevas Pivots Employees to Work Remotely with Five9

Zevas Communications, an Ireland‑headquartered BPO that provides outsourced and insourced customer contact solutions across multiple industries, was hindered by aging on‑premises systems, high CAPEX and limited scalability as it pursued global growth. The COVID‑19 pandemic and sudden work‑from‑home restrictions made a fast, reliable shift to the cloud essential to keep agents working and maintain client service.

By partnering with Five9, Zevas quickly migrated to a cloud contact center and pivoted 130 locations to remote work with no drop in productivity. The platform’s omnichannel routing, silent coach and disposition analytics improved coaching, customer engagement and market insight, preserved jobs during the pandemic and unlocked scalable, flexible operations for future global expansion.

Zevas Communications

David Cashman

Chief Commercial Officer and board member