Case Study: RoundPoint Mortgage Achieves Scalable Omnichannel Customer Service with Five9

RoundPoint serves 200+ daily chats and 48,000 forbearance plans with Five9

RoundPoint Mortgage, a major non-bank mortgage servicer, faced challenges with an outdated on-premises telephony system that lacked a predictive dialer, robust reporting, and the ability to scale. To support its growth and maintain its "white glove" service reputation, RoundPoint turned to the Five9 Intelligent CX Platform for a cloud contact center solution.

By implementing Five9's omnichannel capabilities, including chat, email, and Visual IVR, RoundPoint created a digital-first customer experience. The solution enabled efficient handling of over 200 daily chats, saved 2-3 minutes per digital interaction using response templates, and allowed rapid scaling during the COVID-19 pandemic, facilitating tens of thousands of support interactions. Five9 provided the tools to maintain high service levels and agent productivity remotely, directly improving customer satisfaction during a critical period.

RoundPoint