Case Study: OnBrand24 achieves 30% lower call abandonment and 38% business growth with Five9 Intelligent Cloud Contact Center

Providing Better Customer Experiences for Outsourced Call Center Clients

OnBrand24, founded in 1981, is a U.S. contact center outsourcer operating 24/7 for more than 100 clients across industries, with 400+ representatives handling up to 20,000 calls a day. Its on‑premises system couldn’t deliver the modern features customers wanted—call recording lacked needed functionality and it could not support advanced capabilities such as priority queuing for larger clients.

OnBrand24 implemented the Five9 Intelligent Cloud Contact Center in days instead of months; Five9 integrates with Salesforce and enables data export for customer reporting. The cloud solution added skills‑based routing and other advanced features, resulting in a 30% decrease in call abandonment, business growth of 38% (up from 15%), onboarding new clients in 24 hours instead of a week, and improved agent efficiency and customer experience.

OnBrand24

Mark Fichera

Owner and CEO, OnBrand24