Case Study: NexRep achieves a scalable, high-performing cloud contact center and 90% agent retention with Five9

NexRep - Customer Case Study

NexRep is a 100% cloud-based virtual contact center marketplace that manages multichannel customer service and direct-response sales for hundreds of enterprise clients. Their challenge was scaling and operating a distributed remote workforce while keeping IT costs low, ensuring business continuity during disasters, rapidly ramping agents for high-volume events, and maintaining agent performance and fast training across diverse campaigns.

NexRep partnered with Five9 for a blended inbound/outbound cloud contact center platform (Agent Desktop Plus, CRM integrations, automation, workforce optimization and technical support), enabling rapid agent deployment, shorter training, robust call routing and multichannel engagement. The result: more than 1,000 agents across 49 states handling hundreds of thousands of calls weekly, 90% retention for agents after 30 days, lower handle times, higher conversions and reliable scaling for large events and disaster recovery.

NexRep

Teddy Liaw

Chief Executive Officer