Case Study: ConnectWise improves uptime and streamlines support with Five9

ConnectWise improves uptime and saves 2 minutes per call with Five9

ConnectWise, a provider of software and services for technology solution providers, faced significant challenges with its IT help desk operations, ConnectWise Assist. Their previous UCaaS provider suffered from inadequate uptime around 96% and forced the use of separate systems for phone and chat, leading to slow response times and a lack of automatic call routing. Seeking a reliable, unified platform, they turned to the Five9 Intelligent Cloud Contact Center.

Five9 implemented a single platform for phone, email, and chat, featuring omnichannel automatic call distribution for skills-based routing. This solution streamlined technician workflow, saving an estimated two minutes per call via screen pops and capturing additional productive time post-interaction. The results for ConnectWise included consistent uptime, improved agent efficiency and skill development, and granular workforce management. Five9 also enabled future innovations like Visual IVR, significantly enhancing operational visibility and customer interaction options.

ConnectWise