Case Study: PUMA achieves faster, more personalized customer service with Five9 Intelligent CX Platform

PUMA Puts CX in the Fast Lane

PUMA, the global retail brand, needed to speed up customer service as call volumes grew and siloed systems caused slow response times, manual data entry, and frequent call transfers. Agents using Freshdesk lacked quick access to customer history, which made it harder to provide personalized support. Five9 helped PUMA address these challenges with the Five9 Intelligent CX Platform and integrations for Freshdesk and Microsoft Dynamics 365.

Five9 unified calls and ticketing in one environment, automatically logging calls, giving agents instant access to interaction history, and routing customers to the right agent faster. The result was shorter processing times, fewer redirects, and smoother, more personalized service. PUMA reported stronger efficiency and improved customer satisfaction, with positive feedback from customers and retail partners.

PUMA