TruConnect Discovers Cost Reductions Thanks to Five9 Solutions

In an effort to make significant improvements to call quality, mobile virtual network operator TruConnect recently sought the services of cloud contact center provider Five9 (News - Alert). After leveraging Five9’s technology, TruConnect reported a 30 second reduction in call time over a period of three months.

As a result of this recently integrated, TruConnect anticipates a roughly 7.5% reduction in operating costs for the entire year, providing clear evidence of an uptick in customer service efficiency. TruConnect initially sought the services of Five9 in order to provide remote access to employees during the pandemic, but also introduced Agent Assist, Five9’s AI-powered automation tool, as a way to gain important feedback and offer customer service agents added resources for customer calls.

“Faster agents with good data help us be more efficient and make better choices,” said Lucy Sung, COO at TruConnect. “Being part of the Five9 early adopter program for AI has proven that even efficient call centers can be improved by using the automated summaries. This also assists us in gaining additional insight into our customer behavior patterns.”  

If TruConnect’s success continues at the same pace, the company expects a 20% cost reduction over two years. Providing customer agents with quick resources for customer calls is critical for high quality service, as many customers are becoming increasingly frustrated with long call times and minimal attention. Leveraging Five9’s technology allows agents to gather customer information effortlessly, keeping customer call lengths to an absolute minimum.

“The ability to incrementally improve, and, in some cases, rethink customer experience is critical in today’s fast-changing service landscape,” said Anand Chandrasekaran, EVP of Product Management, Five9. “We are delighted to see TruConnect embracing innovation and achieving tangible improvements with Agent Assist. By combining machine intelligence and human oversight to address the universal need for better insight into customer interactions, Five9 Agent Assist exemplifies the promise of practical AI in solving real-world business challenges.”

Edited by Maurice Nagle