Case Study: Nonprofit Company achieves modernized omnichannel CX and reduces call abandonment from 28% to 13% with Five9 Intelligent CX Platform

Nonprofit Company Modernizes Its CX

This nonprofit serves more than 150,000 members with 3,000+ employees and a largely remote contact center, but its legacy telephony couldn’t keep pace with modern demands. Limited omnichannel capabilities, poor reporting, no queue callback, frequent spam/fax calls, and minimal integrations made it hard to deliver timely, seamless support across channels and systems like Salesforce.

The organization implemented the Five9 Intelligent CX Platform—including Verint-based Workforce Management, Intelligent Virtual Agent, Messaging, Agent Assist, queue callback and a Salesforce adapter—supported by a dedicated Technical Account Manager. Results included live chat and seamless call/chat transfers, a drop in service desk abandonment from 28% to 13%, elimination of thousands of spam/fax calls monthly, out-of-the-box reporting, and improved member satisfaction, with plans to expand omnichannel and AI capabilities.