PUMA’s customer service team faced inefficiencies caused by disconnected communication channels and limited visibility into customer history. Agents managed calls and emails in separate systems, slowing response times and increasing manual effort. By implementing the Five9 Intelligent CX Platform and integrating it with Freshdesk and Microsoft Dynamics, PUMA unified telephony and ticketing into a single interface. Calls were automatically logged, customer context was instantly available, and routing improved dramatically. The result was faster inquiry resolution, fewer call transfers, and improved satisfaction for both customers and retail partners—supporting PUMA’s fast-paced, customer-centric culture.

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