Case Study: OceanFirst Bank achieves faster onboarding, smarter call routing, and AI-driven agent coaching with Five9

OceanFirst Bank Deploys AI for Collaborative Intelligence

OceanFirst Bank, a community-focused regional bank founded in 1902, was growing through organic expansion and acquisitions and found its legacy on‑premises contact center unable to keep pace. The old system lacked routing and AI capabilities, provided poor agent visibility, forced all 40,000+ monthly calls into a single queue, and relied on manual scheduling and quality processes—resulting in long handle times and training challenges.

OceanFirst migrated to Five9’s cloud contact center suite, deploying Agent Assist, Interaction Analytics, Performance Dashboard, Quality Management, and Workforce Management. The solution delivered real-time transcripts and AI guidance cards, skills‑based routing, streamlined scheduling, and focused coaching—enabling faster onboarding, consistent agent performance, 100% call transcription, improved quality monitoring, greater agent engagement, and increased use of self‑service to deflect routine inquiries.

OceanFirst Bank

Brenda Gleeson

Customer Care Center Manager