Case Study: Five9 achieves best-in-class cloud contact center and workforce optimization with Verint Systems

Helping Customers Succeed in Leveraging Today’s Next-Generation Cloud Contact Center Technology

Five9 is a leading CCaaS provider delivering omnichannel cloud contact center solutions and, together with partner Verint, helps organizations move from legacy on‑prem systems to next‑generation cloud contact centers. Customers faced the challenge of improving workforce efficiency, gaining scalability and agility, and quickly adapting to remote work—needs exemplified by Public Partnerships | PPL, which required better workforce management for hundreds of seats and an eventual rapid shift to fully remote operations during COVID‑19.

Five9 and Verint deployed Verint Workforce Management in the cloud for more than 200 seats, backed by call recording, quality management and speech analytics to optimize performance. The solution delivered measurable workforce efficiency, scalable cloud operations and a seamless transition to remote work, supporting over 100 joint customers and 75,000 subscribers while earning multiple partner awards.

Five9

Luis Santo Domingo

Vice President, Sales and Partner Operations