Case Study: Phone.com achieves a scalable, insight-driven cloud contact center with Five9

From a Homegrown Call Center to the Power of the Cloud

Phone.com is a cloud-based VoIP provider serving entrepreneurs, home offices and small businesses, with contact centers in California and New Jersey handling about 15,000 calls per month across 25 agents. They had built a homegrown contact center platform that suffered from a poor user interface and limited reporting, and engineers were spending too much time on maintenance instead of product development.

Phone.com adopted Five9, starting with Five9 Social to track and respond to social mentions and then moving to the Five9 cloud contact center platform. The switch delivered instant-access dashboard reporting, clearer visibility into agent productivity and coaching needs, easier scaling and agent management, and an improved customer experience via queue callback routing.

Phone.com

Jeremy Watkin

Director of Customer Service