BISSELL replaced an inflexible on-premises contact center with Five9 to support growth, improve reliability, and integrate CRM data. The cloud migration enabled advanced routing, IVR customization, queue callbacks, and AI-driven self-service. BISSELL improved CSAT by 9%, reduced FTE needs by 5%, and introduced conversational AI for order status, product registration, and cancellations. Five9’s rapid scalability also supported BISSELL’s sudden transition to remote work. The platform became a foundation for innovation, enabling automation, resilience, and customer-centric service at global scale.

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