Case Study: Straight Forward achieves rapid growth, agility, and enterprise-grade reliability with Five9 Virtual Contact Center

Exploiting the Cloud’s Flexibility to Compete with the Goliaths

Straight Forward, founded in 2009 by industry veterans Rod Schwegel and Lori Recker, provides inbound and outbound contact center services and grew from 3 to over 280 employees in just over two years. To win enterprise customers it needed a scalable, reliable platform, but its original turnkey system delivered poor reporting, rigid data capture and frequent downtime (about 95% availability), which hurt service levels and outbound revenue.

Straight Forward replaced that system with the Five9 Virtual Contact Center cloud platform, gaining multi-region reliability, rapid agent provisioning, predictive dialing and detailed reporting (over 1,000 data points) backed by strong vendor support. The switch drove dramatic results: revenue grew more than 1,000% from year one to year two, the company is on pace for another 125% growth year, and it now handles thousands of calls per day for large clients while competing with much larger providers.

Straight Forward

Rod Schwegel

Co-founder and President, Straight Forward