This case study details how Alaska Airlines modernized its contact center by migrating from an on-premises system to the Five9 Intelligent CX Platform. Supporting 20,000–50,000 daily calls with a largely remote workforce, the airline needed scalable omnichannel routing and AI-powered support. Five9 enabled automated routing, real-time reporting, and AI Agent Assist, including live transcription that improved accessibility for hard-of-hearing agents. The transformation reduced operational costs, improved peak-time routing, and empowered agents with better tools and insights. Alaska Airlines strengthened its culture of care while improving efficiency, flexibility, and guest experience across channels.

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