Case Study: Ultra Mobile achieves 90%+ CSAT and improved agent experience with Five9 Plus Adapter for Zendesk (Five9)

Improving Agent and Customer Experience with Five9 Zendesk Integration

Ultra Mobile is a U.S. mobile virtual network operator (and creator of Mint Mobile) that offers low‑cost prepaid plans and unlimited international calling. With about 180 contact center agents across the Dominican Republic, Mexico and a Los Angeles escalation team, Ultra was constrained by an on‑premise CRM and IVR that limited their ability to deliver modern, cloud‑based customer service and scale with Mint Mobile’s rapid growth.

They migrated to Zendesk CRM integrated with Five9’s Plus Adapter, chosen for its CTI embedding, IVR routing, Secure Pay compatibility and ability to pause recordings, allowing agents to work from a single platform for voice and text. The rollout took six weeks and delivered faster, more personalized service, stronger reporting, improved agent experience, and measurable results—CSAT rose from 70% to over 90% alongside better NPS and performance management.

Ultra Mobile

Paul Catherall

Head of Care