Case Study: Telecom Brokerage Inc. achieves improved agent efficiency and accurate reporting with Five9

Improving Agent Experience at TBI with Five9

TBI, a leading third‑party technology distributor and master agent in telecommunications, faced agent inefficiencies from manual dialing and data entry, limited and inaccurate reporting, and a costly, inefficient process for storing call recordings that hindered operations and decision‑making.

By adopting Five9’s Intelligent Cloud Contact Center and integrating it with NetSuite via open APIs, TBI automated dialing, centralized data, and gained accurate, organization‑wide reporting and “metrics on demand.” The changes reduced handle time, increased outbound calls and agent productivity, enabled better planning and targeting of campaigns, and drove revenue growth—while establishing an ongoing partnership to expand IVR and campaign capabilities.

Telecom Brokerage Inc.