Case Study: Phone.com achieves streamlined contact center operations and stronger social customer care with Five9

Phone.com - Customer Case Study

Phone.com, a Newark-based provider of cloud phone services for small businesses and home offices, was operating a self-built inbound contact center that demanded constant engineering attention. The platform’s poor user interface, limited social monitoring, tedious SQL-based reporting, lack of a backup system, and inadequate visibility into agent productivity hindered scalability and pulled engineers away from core product work.

Phone.com first deployed Five9 Social and then migrated its contact center to Five9’s cloud platform, gaining broader social listening, instant Supervisor Dashboard reports, call recording, IVR, queue-callback routing, and easy seat provisioning. The move eliminated ongoing maintenance for engineers, improved real-time supervision and agent accountability, enhanced customer experience and brand control, and created integration opportunities to boost productivity and sales conversion.

Phone.com

Jeremy Watkin

Director of Customer Service