A Winning Combination: Celebrating Five9 and Onecom's Award-Winning Collaboration with Tusker

As the Head of Marketing at Onecom, I am thrilled to share the story of our transformative project with Tusker, which has earned us the prestigious Best Enterprise Contact Centre Solution at this year’s Comms National Awards. This recognition is not just a testament to Onecom's dedication but also highlights our successful partnership with Five9.

The Power of Partnership

Onecom’s relationship with Five9 has been marked by shared visions and collaborative success. As Five9's EMEA Partner of the Year for two consecutive years as well as Partner Marketing Excellence award winner, Onecom has consistently demonstrated an exceptional ability to integrate and innovate in the contact centre space. This partnership has allowed us to push the boundaries of what is possible in contact centre operations, delivering tailored, efficient, and cost-effective solutions to our customers.

As Thomas Jon, Vice President of EMEA at Five9, comments, "Our collaboration with Onecom in the EMEA region has been nothing short of transformative, exemplified by our project with Tusker. Winning the EMEA Partner of the Year award for two consecutive years underscores our commitment and capability in delivering top-tier contact centre solutions. This award from our project with Tusker is not just a win for us but a beacon of innovation and partnership excellence in the EMEA market. Together, we continue to redefine the landscape of customer communications technology, setting new benchmarks for the industry.

Addressing Tusker’s Challenges

Tusker, a prominent player in the UK’s car benefit scheme managed by Lloyds Banking Group, faced significant challenges with their legacy contact centre system. The system struggled to handle the volume of customer contact, leading to inefficiencies and a pressing need for a scalable solution to support their growth. Tusker turned to Onecom and Five9 to address these challenges with a cutting-edge cloud-based solution.

The Solution and Its Impact

Together, Onecom and Five9 rolled out a comprehensive contact centre solution that revolutionised Tusker's operations. Our joint solution automates routine queries and streamlined customer interactions through intelligent routing and AI-enhanced insights. 

Key achievements include:

• Significant Cost Reductions: Automation of frequent inquiries saved Tusker over £500,000 annually.

• Improved Operational Efficiency: The integration reduced average call handling times and decreased the volume of calls requiring live agent support, allowing for a more strategic allocation of resources.

• Enhanced Customer Experience: By integrating with Tusker’s CRM and deploying AI tools, the solution provided a seamless and more personalized customer journey.

Future-Focused

The journey doesn’t end with this award. Our ongoing collaboration with Five9 is geared towards continuous improvement and leveraging the latest technologies to keep setting higher standards in the contact centre space.

This award is a milestone in Onecom’s journey with Five9 and Tusker. Together, we have not only met the challenge but have set a new benchmark for excellence in enterprise contact centre solutions. We look forward to continuing this journey, driving innovation, and enhancing customer experiences across the board.

To learn more about how Onecom and Five9 worked with Tusker on their contact centre transformation, you can read the full case study here.