Case Study: Chain IQ achieves faster, more agile contact center onboarding with Kyndryl and Five9

Accelerating growth with an agile Contact Center as a Service solution

Chain IQ, a leading provider of indirect procurement and BPO services, needed a more flexible and stable contact center platform to support growth across three countries and two continents. Its legacy on-premises system was hard to change quickly, making it difficult to onboard new customers and adapt workflows without costly development. Kyndryl helped Chain IQ address these challenges with a modern Contact Center as a Service approach.

Kyndryl, together with Five9, deployed a cloud-based Contact Center as a Service solution in just three weeks, including telecom and backend integrations as well as Single Sign-On, Microsoft Teams, and ServiceNow. The new platform enabled agents to create customized workflows and modify customer reports without IT developer support, while also delivering 50% faster onboarding and a more scalable, elastic contact center that can resize dynamically based on demand.

Chain IQ

Herbert Brecheis

Chief Information Officer