Case Study: Pobl achieves a reliable, data-driven cloud contact centre with Five9

Pobl—On the Path to a Digital Future

Pobl is a Welsh not‑for‑profit housing and care provider managing more than 17,500 homes and supporting over 9,000 people. After growth through acquisition, the organisation was operating multiple unconnected legacy phone and contact systems that were unreliable, caused dropped calls, produced no useful management data, and hampered remote working and field teams who were still using paper notes. Modernising processes and culture to support a digital future became a priority.

Working with Onecom, Pobl implemented the Five9 cloud contact centre (with Microsoft Teams and Dynamics integrations, digital chat and secure payments) as the first step toward full digitalisation. The solution created a single, scalable point of contact with call recording and multichannel routing, delivered immediate morale and operational improvements, and provided actionable reporting to better allocate resources, improve efficiency and encourage customers to use digital self‑service while preserving live support.

Pobl

Darren Raz-Nick

Senior Business Partner