Penn Foster Case Study: Moving to a Cloud Contact Center to Improve and Personalize Customer Experiences
Like many organizations, Penn Foster had added products into their contact center over a number of years. The result was a range of products from different vendors, including IVR, audio recording, ACD routing and a legacy on-premise contact center system, which was over 20 years old and facing end-of-life.
Read this case study to learn how moving its 300 agents to the Five9 cloud contact center helped Penn Foster
- Gain greater insights into customer data and contact center performance
- Increase their year over year service level by 18%
- Decrease their outbound abandon rate by 6.7%