SUPPORTING THE EXCHANGE WORKERS SUMMER 2020 Jeremy McCallum Area Director of Professional Services Five9 CREATING A COVID-19 HOTLINE Five9 is helping companies quickly pivot to remote call centers. TELL US MORE ABOUT THE CHALLENGES CUSTOMERS ARE SEEING TODAY DUE TO COVID-19. Companies need to provide a secure work-from-home solution How do you ensure that your call center agents can receive important for contact center agents. It’s been a struggle for some companies calls remotely? Five9 is a cloud contact center solution provider that is to implement new technology quickly — especially for emergency helping companies change their customer service quickly. We reached response teams. Every minute counts when it comes to saving a life. out to Jeremy McCallum, Area Director of Professional Time is of the essence. Services of Five9, to learn more. Our customer with the COVID-19 hotline was able to act quickly HOW HAS YOUR TECHNOLOGY HELPED CUSTOMERS because they had Five9’s out-of-the-box integrations with Service DURING THIS TIME? Cloud and Sales Cloud. Five9 syncs directly with our customer’s One Saturday morning in mid-March, a long-time Salesforce instance, eliminating integration obstacles. customer called us for help. They needed to add agents to their call center environment to handle the flood of This rapid setup enabled calls to be automatically directed to incoming calls to their COVID-19 hotline. Due to the stress of the agents who could discuss unemployment benefits and additional situation, this customer was in critical need of a seamless solution that government assistance. This helped our customer manage the spike could provide the best possible experience for their distressed callers. in hotline calls and give more individuals access to vital government resources. Within 48 hours, we added 50% more agents to the system, along with scripts, IVR prompts, and campaigns to their Salesforce HOW ELSE IS FIVE9 HELPING environment — enabling call agents to access the necessary WITH COVID-19? Five9 launched a FastTrack Deployment program to help customers information needed to manage inbound calls. The synergy of Five9 set up a contact center and remote agents in 24-48 hours with and the Salesforce Platform helped deliver a seamless customer a predefined set of professional services engagement features, experience, resulting in an increase in call volume from 3,000–4,000 voice with basic screen-pop, ASIC chat, email, and Zoom phone calls per day to 100,000–600,000 calls per day. connectivity. Because the Five9 Intelligent Cloud Contact Center is not By leveraging Salesforce and Five9 to improve the agent experience, location-dependent, it only requires connectivity to the platform itself. our customer was also able to improve the caller experience. Agents Agents simply need to have access to the internet, a computer, and a were able to: headset to leverage the Five9 solution. • Reduce call times by pulling all key information directly from a holistic view in their Salesforce instance • Prevent duplicate conversations with a centralized view of Read the full story here and learn more their caller’s information about Five9 on AppExchange. • Increase first-call resolution, resulting in overall caller satisfaction 37