Case Study: PUMA achieves faster, more seamless customer service with Five9

PUMA streamlines CX with Five9, cutting call handling to 3-5 minutes and reducing transfers

PUMA, a global sportswear brand, faced challenges with disconnected communication channels between its phone and ticketing systems. This led to slow response times, manual data entry, and limited visibility into customer history for its service agents. To address these issues, PUMA partnered with Five9 and implemented the Five9 Intelligent CX Platform, including its Adapter for Freshdesk and Agent Desktop Plus.

By integrating Five9 with its existing Freshdesk system, PUMA unified its call and ticketing channels into a single environment. This provided agents with immediate access to customer history and enabled flexible call routing to connect customers directly to the right agent. The solution dramatically reduced inquiry processing times, minimized call redirects, and improved overall customer satisfaction. Five9's implementation and support also ensured all team members could confidently use the new platform.

PUMA