Contact center innovation is now an essential part of a company ’ s digital transformation strategy . After all , which department has the greatest sphere of influence on the customer experience and brand perception ? Over the past year , the contact center has become the new front door of your business . You need to be ready to deliver the exceptional experiences your customers expect .

During 2020 , contact centers that migrated to the cloud were able to adapt and maintain their customer service standards with minimal disruption . Managers learned new ways to manage a remote workforce with cloud-based quality and performance management tools , gamification , and real-time analytics that ensured customer service standards were met .

Smart companies leveraged their migration to the cloud to also expand their omnichannel strategy . They quickly added intelligent virtual agents ( IVAs ) to automate routine conversations handled by live agents , freeing them to provide value on complex issues and empowering customers to quickly get the answers they need . Others used the migration to streamline their operations , automate workflows , and improve productivity and the overall customer experience .

Five9 has enabled thousands of organizations to quickly move their contact center to the cloud and achieve digital-first transformation .

Watch Genefa Murphy discuss the partnership between Five9 and MTM

A few Five9 successes include :

• A financial services organization saved over $ 1 million per year by migrating to the cloud and surpassing its first call resolution goals .

• A healthcare provider used the power of AI to schedule appointments and provide vaccine updates for 80 % of incoming COVID calls .

• A retailer leveraged AI and workforce optimization to coach agents and transcribe conversations in real time for greater efficiency , accuracy , and compliance .

If last year served as a catalyst for digital transformation , this year is indicating momentum towards reimagining the customer experience . Now that the contact center is the new front door of your business , taking advantage of the power of the cloud is paramount . By partnering with Five9 , your door will be wide open to provide world-class customer experiences .