Case Study: Linear Financial Technologies achieves real-time reporting and 15–20% faster call handling with Five9

Linear Integrates with Five9 and Zoom Phone

Linear Financial Technologies is a fast-growing fintech that enables digital loan originations and servicing for banks and borrowers and operates multiple contact centers handling about 500 calls a day. Facing a legacy contact center that lacked integration between UCaaS and CCaaS, limited and unreliable reporting, no real-time visibility for supervisors, and an inability to scale or support a remote workforce, Linear needed a modern platform to improve agent effectiveness and customer experience.

Linear implemented Five9 with Zoom Phone integration, blended queues, admin and supervisor consoles, an agent desktop toolkit, and dedicated technical account support to enable click-to-dial, CRM integration, and call archiving. The deployment drove 97.5% of interactions onto Five9, cut average handle times by 15–20% (30–120 seconds per call), enabled a fully remote workforce, improved first-contact resolution and real-time reporting, sped new-user provisioning from days to minutes, and allowed Linear to add partners without increasing headcount.

Linear Financial Technologies

Ryan McMahon

Director of Sales Operations