Case study

Contact Centre Case Study

[Placeholder] 60-agent contact centre case study - migration from Five9, AI sentiment tracking, Australian support.

Placeholder - real customer story coming soon

Placeholder case study. Specific customer details pending consent. The shape of this engagement is typical of CPS contact-centre deployments.

[Content draft pending customer sign-off]

Challenge

60-agent inbound customer-support contact centre on Five9 paying ~$5,000/month in per-agent licences plus separate wallboard vendor. Sentiment analysis 'on the roadmap'. Customer escalations rising; CSAT trending down.

Solution

3CX AI Edition with custom queue design, AI Receptionist for first-touch, AI sentiment tracking with supervisor alert thresholds tuned over 30 days, integrated wallboards, Power BI reporting connection.

Results

Escalation rate reduction - 45% (quarterly)

CSAT lift - +12 points

Annual licence cost saving - ~$45,000

Contact-centre quote

Tell us your agent count and current platform. We model the cost shift and the feature uplift in a single document.

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