Case Study: Booker achieves consistent omnichannel customer experiences with Five9

Upgrading to an Omnichannel Contact Center for Improved, Consistent Customer Experiences

Booker, a New York–based provider of cloud management software for spas and salons that handles over one million appointments monthly, faced fragmented customer service: sales and support operated as two separate contact centers with siloed tools and no single customer view. This disconnection prevented personalized routing, consistent interactions, or meaningful analytics, undermining agent efficiency and the overall customer experience.

By implementing Five9’s omnichannel Virtual Contact Center integrated with Oracle Service Cloud, Booker unified voice, email, and chat interactions and gave agents a single desktop with softphone and customer context. The integration delivered consistent, more efficient customer experiences, clearer journey visibility and actionable insights (for example, identifying and addressing a predictable monthly call spike), and enabled new channels and proactive service that increased satisfaction and operational agility.

Booker

Brian Raboin

Vice President, Customer Experience