Case Study: Rochester Institute of Technology achieves four-day cloud contact center migration and full remote workforce enablement with Five9

University Moves to the Cloud in Four Days

Rochester Institute of Technology (RIT), a nationally recognized university with over 15,000 undergraduates and 3,000 graduate students, faced a sudden need to provide fast, remote customer service during the COVID-19 shutdown. The existing contact center couldn’t support work-from-home, lacked integrations with systems like ServiceNow, and offered limited live reporting—hampering the school’s ability to answer students, parents, and staff in real time.

RIT re-engaged Five9 and moved to a cloud contact center in four days (built and configured within the week and live that Friday), enabling 140 agents to work safely from home. The Five9 platform delivered out-of-the-box features, a supervisor dashboard for real-time reporting and alerts, and plans for ServiceNow integration and expanded rollouts—resulting in immediate remote operations, improved visibility, and a scalable foundation for ongoing growth.

Rochester Institute of Technology

Arthur Miller

Manager of Network Communications Team/Telephony