Case Study: Majestic Wine achieves an agile, scalable remote contact center for peak season with Five9

Majestic Wine Uses Agile Five9 Solution to Match Business Momentum

Majestic Wine, the UK’s largest specialist wine retailer with nearly 200 stores, needed to replace aging in-house contact center technology to support rapid growth, remote working and peak-season demand accelerated by COVID-19. The business required a scalable, cloud-based solution that could be delivered quickly and integrate with existing systems in time for the critical November–January peak.

Working with Babble, Majestic deployed the Five9 Intelligent Cloud Contact Center—going live in four weeks with email and chat soon after—giving agents full remote capability, seamless integrations and on-demand scalability. The new platform improved customer engagement, allowed Majestic to double concurrent omnichannel agent licenses within 24 hours, and positioned the company to continue integrating tools like Adobe to further enhance service.

Majestic Wine

Andrew Valerio

Head of Contact Center