Five9 virtual contact center solution helps fin firm to enhance customer experience


Five9   shared how a financial services company improved operation with its Virtual Contact Center solution.

Without naming the company, Five9 said the nationally recognized financial services firm decreased abandonment rates from 7 percent to under 1 percent.

Using Virtual Contact Center solution, the firm was able to better automate and route inbound calls for an enhanced customer experience.

Since expanding its existing Five9 implementation, the financial services company, which services and subservices loans for borrowers and third-party clients, has experienced an increase in agent productivity and customer satisfaction.

This is due largely to enhancements such as caller authentication and self-service options that enable customers to resolve many issues without agent involvement.

Since implementing the Five9 VCC solution, “customer satisfaction has increased and our clients are pleased with our performance,” said a company analyst responsible for measuring and tracking results.

“Our abandon rate and average speed of answer have improved significantly since we started using Five9. We have also seen increased efficiency and productivity.”

The Five9 VCC deployment also enabled the company’s 200 agents, who field thousands of inbound calls per week from customers seeking to make payments, resolve questions about their loans and discuss potential loan modifications, to speed the time it takes to answer calls by an average of 47 seconds.

The lender intends to continue expansion of its Five9 contact center solution through the future deployment of social, chat and other digital and online capabilities in order to stay ahead and exceed customers’ expectations.