Case Study: Bernard achieves cost savings, streamlined operations and a 160% increase in contacts per hour with Five9 Virtual Contact Center

Reaping Results from a Pure Cloud Solution

Bernard, a US-based contact center outsourcer with up to 400 agents handling roughly 230,000 calls per month for major cable and telecom clients, struggled with two disparate systems: an outdated on‑premise solution for outbound dialing and a different cloud platform for inbound calls. This split environment forced extensive dual-system training, manual and time-consuming reporting, limited outbound scale, and rising capital and support costs.

Bernard consolidated onto Five9’s blended cloud contact center, streamlining training to one platform, automating client reporting, and integrating with Salesforce for real‑time monitoring. The move eliminated a large capital upgrade, reduced staffing and telephony expenses, enabled near‑instant scalability and faster client setups, and boosted agent productivity—driving a reported 160% increase in contacts per hour—while positioning the company to add social and mobile engagement channels.

Bernard

Matt Zemon

President & Chief Executive Officer