Case Study: Invenio Solutions achieves a scalable, multichannel cloud contact center and increased agent productivity with Five9

Invenio Solutions - Customer Case Study

Invenio Solutions, an Austin-based B2B sales outsourcer with more than 600 “Sales Scientists,” was hampered by rapid growth and three disparate, legacy call platforms that couldn’t integrate with its CRM, created duplicate work, and limited scalability and disaster recovery. The company needed a single, cloud-based contact center to centralize call data, simplify hardware, and support multichannel outreach while enabling real-time reporting and coaching.

Invenio implemented Five9 in 2012, starting with a 35-agent pilot, then integrating Five9 with its CRM via APIs and the Five9 OpenCTI adapter for Salesforce. The cloud platform made it easy to add seats, reroute calls for resiliency, consolidate data into one interface (screen pops, automated dispositions), and add chat and multichannel capabilities. As a result Invenio sped client onboarding, boosted agent productivity and reporting, and scaled its deployment across hundreds of agents while establishing Five9 as a trusted partner.

Invenio Solutions

Wasif Khan

CIO