Five 9 Helps Pilot Freight Services Cut Call Abandonment to 2 % The Intelligent Cloud Contact Center Pilot Freight Services (Pilot) moves freight anywhere in the world. Serving a global customer base of big box retailers and major brands, its agents grew overwhelmed with high call volumes from customers that needed to track shipments. Customers were waiting longer than average to speak with an agent. Not surprisingly , call abandonment averaged 56%. In fact, a single chaotic high- volume day in December 2020 resulted in 3,220 abandoned calls. Lacking an automated system, only live agents could track shipments. So, once customers got through to a live agent, they were placed on hold again while the agent located shipment status at the local shipping station. As the pan

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