Case Study: University of Akron achieves rapid cloud contact center deployment for remote IT support with Five9

University Goes Remote Over the Weekend

The University of Akron, a STEM-focused public research university serving about 20,000 undergraduates, needed to rapidly move its IT help desk and switchboard remote when the COVID-19 pandemic hit. Its existing on-premises contact center couldn’t support agents working from home, limited reporting, and lacked modern integrations—creating an urgent need for a cloud-based solution to maintain student support.

Continuant and Five9 deployed a cloud contact center over a single weekend, using the university’s existing IVR to get agents taking remote tickets and calls immediately while phasing in advanced features later. The quick rollout delivered real-time reporting, scalability, and better integrations (with Microsoft Teams integration planned), prompting additional supervisor licenses and enabling more efficient, cost-effective student support.

University of Akron