ORLANDO, Fla. – In a move that will enrich the customer experience, improve efficiencies and allow the company to scale quickly to meet growth projections, US Equity Advantage (USEA) has replaced its legacy phone system with a cloud-based contact center solution. Following a rigorous vetting process, the company selected Five9, a top-rated leader among Contact Center as a Service (CCaaS) providers, for its cloud innovations that will help USEA reimagine its customer service offerings.
To meet the expectations of today’s customers and provide great customer experience, organizations need to reimagine their offerings.
“Today’s consumers are accustomed to the conveniences of a digital experience. We needed a contact center solution with the expertise to meet our customers’ expectations, now and as technology evolves, while providing the capacity to scale up to support our business growth,” explained USEA CEO Robert R. Steenbergh. “Another important consideration was our dealer partners. Understanding that our customers were their customers first, it is important that we deliver on the confidence they’ve placed in recommending our AutoPayPlus accelerated loan payment service.”
From that perspective, USEA’s goal was to elevate the customer journey by enhancing the various touchpoints they have with the company over the lifecycle of the relationship. USEA selected Five9 for its robust CCaaS features and services; its ability to deliver rapid, scalable deployment and an exceptional customer experience; and its consistent and reliable uptime. Features of the new contact center solution include:
- The ability for customers to choose how they want to communicate with USEA, including voice, SMS/text, chat, video and email options.
- Integration with USEA’s Customer Relationship Management (CRM) software to personalize interactions.
- Workforce optimization (WFO) to ensure responsive staffing and improved speed-to-answer and call duration benchmarks.
- Transparent performance data, such as operational metrics and key performance indicators, to detect trends and automate the quality process.
“To meet the expectations of today’s customers and provide great customer experience, organizations need to reimagine their offerings,” explained Five9 President Dan Burkland, a veteran in the contact center space. “This often means offering an omnichannel solution that seamlessly follows the customer journey and arming agents with details from previous interactions, regardless of the prior channel of communication. Thus freeing agents to focus directly on engaging with customers - providing more empathetic and human experiences. These exceptional customer service experiences not only create brand loyalists, but ultimately business success.”