Case Study: PAR Technology (PAR Tech) achieves improved first-call resolution and superior customer experience with Five9

PAR Delivers Superior CX with Five9 and Zoom

PAR Technology, a provider of point-of-sale hardware and software to 100,000+ restaurants, moved its systems to the cloud and faced a critical challenge: its legacy contact center and phone systems didn’t integrate, limiting agility, hindering first-call resolution, and making remote work difficult for dispersed experts and agents.

PAR implemented Five9 integrated with Zoom Phone (plus Microsoft Dynamics and Verint) to enable Agent Expert Consultation, a consolidated directory, and desktop CRM access for agents. The result: faster escalations and higher first-call resolution, expanded remote-agent flexibility, quicker scaling during call surges, reduced IT overhead, and an improved agent and customer experience.

PAR Tech

Bernie Salvaggio

IT Director