Case Study: Kyndryl slashes service desk wait times from 3 hours to 30 seconds with Five9

Kyndryl Migrates 200+ Customers and 90K Employees to Five9

Kyndryl, the IT infrastructure services company spun off from IBM with about 90,000 employees serving thousands of enterprise customers, needed to replace legacy on‑premises contact center systems that lacked agility and integrations, delivered poor call quality, and could not reliably support a hybrid/remote workforce—resulting in service desk wait times of up to three hours during a critical switchover for hundreds of customer sites.

Partnering with Five9, Kyndryl migrated nearly 400 contact center locations in two months to the Five9 Intelligent CX Platform integrated with ServiceNow and supported by a Technical Account Manager, adding visual IVR, queue callbacks, chat and AI-powered call summaries. The cloud move improved stability and call quality, empowered hybrid agents, cut wait times from three hours to 30 seconds, reduced average handle time by 30% (to 15–20 minutes), and handled 20,000 monthly interactions more efficiently.

Kyndryl

Boris Jovevski

Internal IT Services Director