Case Study: Call center outsourcer OnBrand24 achieves 30% lower abandonment and faster onboarding with Five9

How Five9 Helped Lower Call Abandonment Rates By Nearly 30%

OnBrand24 is a US-based call center outsourcer founded in 1981 that operates a 24/7 contact center with 200+ agents handling 15,000–20,000 calls daily for about 100 clients across retail, healthcare, ecommerce and other industries. The company struggled with an outdated premise-based phone system that offered poor reporting and call recording, lacked priority queuing and scripting tools clients requested, and limited fast client onboarding and scalability.

OnBrand24 moved to Five9’s cloud Blended Contact Center in February 2012, gaining skills-based routing, enhanced recording/reporting, CRM integration, and client-facing portals—implemented in days instead of months. The switch cut abandonment rates by nearly 30%, sped client onboarding to 24–48 hours, lowered training and IT costs, and helped drive 38% business growth, giving OnBrand24 a competitive advantage.

OnBrand24

Mark Fichera

Owner and CEO, OnBrand24