OLGT 2023-52: Cross Programs: Transition to Five9 Phone System

As part of our ongoing commitment to modernizing our technology infrastructure and improving operational efficiency, the Department has upgraded its call center system. The Department has transitioned from the Cisco Finesse call center system to a more advanced and robust platform, Five9. The new platform is cloud-based and does not require a phone to use. This upgrade is designed to enhance our ability to handle large call volumes, limit downtime and dropped calls, and elevate the overall customer experience. Staff began to use the Five9 system on Thursday June 22nd.