Case Study: PING achieves deeper contact center insights and improved performance with Five9 Analytics

PING Drives Its Contact Center with Five9 Analytics

PING, a family‑owned golf equipment manufacturer based in Phoenix, handles over 30,000 monthly customer inquiries across phone and email. When the pandemic forced a rapid shift to remote work and demand surged, its on‑premises systems and homegrown analytics couldn’t deliver the granular, real‑time insights or timely reports needed to manage volume, staffing and performance efficiently.

PING migrated to the Five9 Intelligent CX Platform and added Five9 Analytics, supported by Five9 Professional Services and a dedicated Technical Account Manager. The solution revealed caller behavior (queue‑callback and abandonment patterns), improved phone prompts, optimized staffing and email handling, and enabled faster executive reporting; combined with Five9 Quality Management and Performance Dashboard, PING gained actionable insights that boosted agent performance and customer experience.

PING

Michael Tingey

Senior Manager of Customer and Consumer Relations