Improving Agent Experience at TBI with Five9 The Intelligent Cloud Contact Center TBI Case Study Company Profile TBI is a leading third-party technology distributor. Industry Telecommunications Website www.tbicom.com Challenges • Agent inefficiency due to manual data entry • Limited reporting • Inefficient process for storing call recordings Benefits • Provided a holistic view shared across the organization • Enabled more insight due to accurate reporting • Improved call handle time • Increased agent efficiencies with integration of systems The Customer Telecom Brokerage, Inc. (TBI) is one of the nation’s leading third-party technology distributors. As a top master agent, TBI serves as its partners’ advocate, ensuring the most competitive prices and trouble-free provisi

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