Case Study: ICON Communication Centres s.r.o. achieves scalable multilingual contact center excellence with Five9

Powering Exceptional Multilingual Customer Experiences for Global Brands

ICON Communications Centres, a Prague‑based multilingual BPO with 300 agents delivering 24/7 support in 30+ native languages, faced rising call volumes, fragmented legacy systems and integration gaps that hampered agent efficiency, IVR capability, cost control and SLA performance across global client programs.

By deploying the Five9 Intelligent Cloud Contact Center, ICON gained deep integrations, flexible scripting, powerful reporting and a robust IVR that streamlined workflows and scaled easily. The result: faster, more informed customer interactions, improved agent confidence and SLA adherence, simpler roll‑out of new locations and a future‑proof platform for omnichannel shared‑services.

ICON Communication Centres s.r.o.

Neal Bartram

Business Unit Director