CCI Systems Improves Customer Experience With Help From Five9
October 9, 2017
“Since implementing Five9, we've seen our agent availability percentage increase by 10-15%. We've also seen less dropped calls thanks to the implementation of the queue call back, and we've been able to improve our call routing from our previous phone system setup.” - Jacob Shields, Call Center Manager, CCI Systems
CCI Systems, based in Iron Mountain, Michigan, provides across-the-network communication solutions to service providers, healthcare, educational, power, and hospitality industries. “We have two call centers, one in Iron Mountain, Michigan and one in Denver, Colorado,” explains Shields. “Our agents provide technical support for guests staying in hotels, residential and small/medium business cable modem customers, and commercial circuit (fiber) customers across the U.S.”
While CCI Systems had an existing contact center solution in place, they weren’t satisfied. “We were looking for companies that were developer friendly, scaleable, easy to manage, and could make adjustments on the fly,” explains Shields. “We considered competitive solutions but chose Five9 because of the robust features, and integration with so many other solutions, with a very powerful API.”
CCI Systems implemented their Five9 solution in 2016. The benefits that CCI Systems has experienced since implementing include:
• Agent availability increase by 10-15%
• Added after call surveys to provide insights for improved customer satisfaction and employee coaching
• New capability for queue callbacks which led to less dropped calls
• Custom reporting tied into their database through the Five9 API
• Improve call routing leading to improved customer experience
There are three main reasons Shields recommends Five9 solutions to his peers:
- Five9 Account Management Team: “They are some of the best to work with and made sure we were taken care through our entire customer journey.”
- Five9 Implementation Team: “This team is one of the best teams I have worked with. They made sure we understood everything and had a grasp on what was being deployed. They also made sure we had all the documentation and were willing to re-review if we did not understand. The follow-ups were phenomenal.”
- Five9 Support Team: “They are there when needed and can quickly answer most questions. If they are unsure of the answer, they worked to get us the answer or over to the right person. The follow-ups are great as well to make sure the ticket could be closed.”
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