Case Study: Global Professional Services Organization achieves real-time performance visibility and increased contact center productivity with Five9 Workflow Automation

Professional Services Company Visualizes Performance in Real Time

A global professional services firm with more than 100 contact centers and 3,600 agents faced fragmented, manual operations—physical sign boards, disparate on‑prem systems, inefficient agent alerts and limited real‑time visibility—which hindered its ability to deliver customized, agile service across channels and time zones.

By adopting Five9 and Five9 Workflow Automation, the company introduced virtual dashboards, Agent Desktop Plus and automated email alerts to aggregate data and provide near‑real‑time performance updates. The solution eliminated manual monitoring, enabled bulk reskilling and timely agent notifications, increased productivity and transparency, and lowered operating costs as the firm expands the platform across more centers.