RoundPoint Mortgage, a rapidly growing non-bank mortgage servicer, needed a scalable, cloud-based contact center to replace its limited on-premises telephony system. The legacy platform lacked real-time reporting, predictive dialing, and flexibility, hindering growth and service quality. By migrating to the Five9 Intelligent CX Platform, RoundPoint expanded beyond voice to chat and email, enabling a digital-first omnichannel experience. The company handled over 200 chats per day, reduced interaction times by 2–3 minutes, and improved agent efficiency with assisted response templates. Five9 Visual IVR further empowered customers with self-service options, reduced repeat contacts, and supported massive spikes during COVID-19, while enabling a seamless transition to remote work.

Join for free to read