Case Study: Ian Williams improves customer service and remote working with Five9

Cloud Solution Improves the Customer Experience

Ian Williams, a major UK property services company, faced operational challenges with an aging on-premises contact center system that was no longer fit for purpose. This legacy system lacked modern analysis tools and the flexibility needed for growth, while also failing to meet stringent privacy and security restrictions. The IT team, with limited resources, sought a cloud-based solution from vendor Five9 to improve both the customer and employee experience, ensure disaster recovery, and enable blended working practices.

Implementing the Five9 Intelligent Cloud Contact Centre provided a customizable solution that integrated with the company's job management system. The cloud platform offered powerful reporting, robust IVR, and digital engagement capabilities. The results included streamlined processes, increased productivity, and improved customer satisfaction. Crucially, the Five9 solution provided the flexibility to seamlessly transition to a remote work model during the COVID-19 pandemic, ensuring business continuity and validating the strategic investment.

Ian Williams

Mike Dunstan

IT Manager