This case study highlights how the University of Akron rapidly deployed Five9 to enable remote operations for its IT help desk and switchboard during the COVID-19 crisis. Its on-premises system lacked remote capabilities, reporting, and integrations. Five9 was deployed in just days, allowing agents to manage tickets and calls from home with real-time dashboards and scalable cloud infrastructure. The university gained improved reporting, system flexibility, and integration readiness for Microsoft Teams. Five9 enabled Akron to maintain continuity, reduce operational risk, and deliver reliable student support during a critical transition period.

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