Case Study: Enterprise cuts abandonment from 30% to 2% with Five9

Enterprise cuts abandonment from 30% to 2% with Five9

The customer, a global consumer goods manufacturer, faced significant challenges with its outsourced contact center operations, including extreme hold times of up to 50 minutes and a 30% abandonment rate. Seeking to bring support in-house and integrate with ServiceNow, the enterprise chose the Five9 Intelligent CX Platform for its cloud features, global remote agent support, and pre-built integration.

Five9 implemented its Intelligent CX Platform, including speech-to-text and ServiceNow integration, in just 2.5 months. The solution dramatically improved performance, reducing the abandonment rate from 30% to 2% and ensuring less than 1% of calls experience a hold time over five minutes. The manufacturer also achieved substantial cost savings and is now expanding Five9 across the enterprise.

Enterprise