Contact center software vendor Five9 improves operational level agreement (OLA) compliance by 70 with real-time incident management
Contact center software vendor Five9 improves operational level agreement (OLA) compliance by 70 with real-time incident management
1 Pages— BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage. BMC – Bring IT to Life — Case Study BUSINESS CHALLENGE Five9 handles more than three billion customer interactions annually for the 1,000+ clients that use its call center software. When those customers call for support, rapid response is a top priority. In 2014, the company was grappling with customer issues that required escalation to level-2 and level-3 support. Getting the right data through the support chain was a manual effort involving too much duplicate data entry. A small team was dedicated to keeping data synchronized across three different tools. BMC SOLUTION Five9 engaged BMC premier partner Cloudaction to replac
