Case Study: Agilysys achieves faster support and 60+ second AHT reduction with Five9

Hospitality Brands Improve Experiences with Agilysys

Agilysys, a technology provider supporting hospitality brands and handling more than 135,000 support calls annually across global contact centers, faced limitations with an on‑premises contact center platform that lacked functionality, easy agent scheduling, and Microsoft Teams integration—plus poor vendor support that hindered customization and performance.

Moving to Five9’s cloud contact center with Microsoft Teams UC integration, Workforce Management, Quality Management and enhanced agent/supervisor tools delivered immediate benefits: improved call routing and KPIs, faster deployments, self‑management, and features like queue callbacks. The switch shaved more than 60 seconds off average handle times, cut average answer time by about a minute, simplified complex scheduling, reduced costs, and positioned Agilysys for further growth and innovation.

Agilysys

Justin Smith

Vice President of Support Operations