Case Study: Global Consumer Goods Manufacturer cuts abandonment from 30% to 2% with Five9

Manufacturer Cuts Abandonment from 30% to 2%

A global consumer goods manufacturer with 19,000 employees brought its internally outsourced support back in-house after suffering up to 50-minute hold times and a 30% abandonment rate. The company needed cloud contact center software that supported remote agents, multiple languages, and pre-built integration with ServiceNow.

They deployed the Five9 Intelligent CX Platform in 2.5 months to support remote agents in Mexico, Brazil, and Serbia, incorporating speech-to-text and a ServiceNow integration. The move saved an estimated $1.4M and cut abandonment from 30% to 2%, reduced answer time to 30 seconds, achieved a 6-minute average handle time, and virtually eliminated long holds, with continued rollout across the enterprise.