Why Contact Center Modernization Shouldn't Be On Hold

A REAL-WORLD EXAMPLE

Cloud Solutions Improve
Efficiencies Across the Board

A payroll software company’s previous phone system and contact center were on premises and running on legacy technology. The software company held expensive carrier services and struggled with a lack of reporting and visibility into employee productivity. At the same time, outbound calls from their sales divisions were growing. When the contract came up for renewal, the company sought a more innovative cloud platform with better reporting.

Working with CDW, the customer determined the following needs:

THE RESULTS

A Modern Infrastructure Enables Opportunities Down the Line

The Five9 solution allows for better reporting and audio automation, driving improved employee and customer experiences. There are also new features for sales teams that will lower carrier services costs and prevent the software company from having to renew their very costly services from their former telecom services provider.

Here’s why it worked:

What’s next?

The increased visibility and reporting capabilities empower the customer to strategically manage inbound and outbound calls. Improved data with actionable insights also ensures the customer’s automated responses are keeping pace with ever-evolving customer expectations and needs.