Case Study: ConnectWise achieves consistent uptime and streamlined communications with Five9 Intelligent Cloud Contact Center

ConnectWise Improves Uptime and Streamlines Communications

ConnectWise Assist, the white‑labeled help desk arm of ConnectWise, supports roughly 40,000 interactions a month for technology solution providers. Faced with inadequate uptime (about 96% with its previous UCaaS provider), disconnected phone and chat systems, slow response times and no automatic call routing, the team needed a more reliable, integrated platform to eliminate technician cherry‑picking and improve service levels.

ConnectWise moved to the Five9 Intelligent Cloud Contact Center—deploying omnichannel routing, chat and email engagement, Visual IVR, Supervisor tools and a Technical Account Manager—which unified phone, chat, email and SMS and enabled skills‑based routing across 250 skills. The result: consistent uptime, faster handling (about 2 minutes saved per call plus 5–6 minutes recovered post‑interaction), improved agent efficiency and visibility, simpler training, and a roadmap for Visual IVR and virtual agents to further boost service.

ConnectWise

Andrew Savage

Help Desk Project Manager and Technical Services Manager