This case study shows how global fintech provider SumUp used Five9 Intelligent Virtual Agent and Workflow Automation to improve multilingual self-service across more than 30 countries. Prior to Five9, SumUp struggled with inefficient IVR, poor routing, and high agent demand. IVA automation enabled natural-language self-service, driving a 50% call containment rate and a 10% increase in self-service within the first year. Workflow automation unified dashboards and routing logic, improving efficiency and visibility. Five9 helped SumUp reduce costs, improve customer satisfaction, and scale global support operations.

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