Case Study: Rochester Institute of Technology moves its contact center to the cloud in four days with Five9

Rochester Institute of Technology moves contact center to Five9 in 4 days

Rochester Institute of Technology (RIT) faced a critical challenge when the COVID-19 pandemic hit, mandating a shift to remote work. Their existing on-premise contact center could not support agents working from home, lacked integration with their ServiceNow CRM, and provided limited reporting. This jeopardized their ability to provide real-time support to students, parents, and staff during the crisis.

The vendor Five9 implemented its Intelligent Cloud Contact Center platform. The solution was deployed in just four days, enabling 140 agents to work remotely immediately. The cloud-based system provided real-time supervisor dashboards and seamless operation. As a result, RIT maintained continuous service, ensured staff safety, and established a platform for future expansion, including a planned ServiceNow integration for improved agent efficiency.

Rochester Institute of Technology