Case Study: SumUp achieves 50% call containment and 23% cost savings with Five9 IVA and Workflow Automation

SumUp Sees 50% Call Containment with Five9

SumUp, a global fintech that serves more than 4 million businesses and operates contact centers in 30+ countries (2,000 agents handling ~280,000 calls/month), faced challenges scaling multilingual support, an ineffective IVR, and no intelligent call routing—limiting self-service and first-contact resolution.

By implementing Five9 Intelligent Virtual Agent and Five9 Workflow Automation, SumUp automated IVR/IVA across languages, unified dashboards and routing, and deployed NLP-driven improvements. Results included 50% call containment (half as many customers opting for a human), a 10% increase in self-service in year one, ~23% cost savings versus an FTE, IVA accuracy rising to ~97% in English, and broader automation of FAQs, routing and SMS/WhatsApp communications.

SumUp

Bruno De Melo Fransoni

Global Contact Center Chapter Leader