Case Study: OceanFirst Bank lifts NPS to 80 with Five9 AI-driven CX

OceanFirst Bank lifts NPS to 80.32 with Five9

OceanFirst Bank, a leading regional US bank, faced challenges in its Customer Care Center as rapid growth led to high call volumes and inefficient manual workflows. Their legacy systems lacked intelligent routing and real-time visibility, resulting in long customer wait times and difficulty delivering consistent, personalized service. To address this, the bank turned to vendor Five9 for an AI-driven CX solution, implementing the Five9 Intelligent CX Platform including products like Global Voice, Agent Assist, and Workforce Engagement Management.

By implementing Five9's AI-powered solutions, OceanFirst Bank connected customers to the right agent faster and provided associates with real-time guidance. The results were significant, including a rise in their Net Promoter Score to 80.32, a 59% drop in call abandonment, and a 53% reduction in average wait times. The Five9 solution also drove operational efficiency, enabling the bank to handle call volumes with 18% fewer agents while increasing first call resolution to 76%.

OceanFirst Bank