Case Study: Yopa achieves 4x contact center productivity with Five9

Yopa Sees 4x Increase in Contact Center Productivity

Yopa, the online realtor, was struggling with slow, manual contact center processes that limited real-time visibility, delayed agent reporting, and made it harder to handle inbound and outbound calls efficiently. Its teams were managing tens of thousands of leads in spreadsheets, manually dialing prospects, and using a generic IVR that was not integrated with Salesforce, creating friction for both agents and customers.

Five9 implemented its Intelligent CX Platform with automated dialing, Salesforce integration, personalized IVR, and real-time reporting. As a result, Yopa increased outbound dials from 20,000–30,000 to about 120,000 per month without adding headcount, reduced speed to lead from over two minutes to under 60 seconds, and raised agent on-call time from 18%–22% to more than 30%, significantly improving productivity and customer experience.

Yopa

Fazal Shah

Head of Group Telephony Yopa Property