OceanFirst Bank adopted Five9 to modernize its community-focused contact center while preserving a personal banking experience. Legacy systems lacked routing, analytics, and scalability, causing long handle times. Five9 Agent Assist delivered real-time guidance, transcripts, and knowledge prompts, improving onboarding and performance. Skills-based routing, workforce management, and interaction analytics improved efficiency and employee engagement. OceanFirst gained faster training, better scheduling, and enhanced customer experiences, positioning AI as a collaborative tool that strengthens both agents and community relationships.

Join for free to read