We have many different lines of business within our company, with different operating companies. And we have many contact centers in about 34 countries. Some of those contact centers are relatively small and may support one type of product offering. Our contact centers are country-specific as well.
We're using a number of Five9's applications. Obviously, that includes the core product, which is their virtual contact center application. That application provides voice contact center routing with reporting and recording. There are also workforce management and analytics tools. We also use their chatbot, artificial intelligence, and Virtual Agent tools.
The solution has certainly reduced our costs.
And it has enabled us to be very agile and react quickly to the business requests that may come in. For example, in the COVID environment, one of our contact centers was still on a legacy environment and, all of a sudden, the employees had to work from home but they didn't have a work-at-home model. We moved them to Five9 in seven days. So we can really move quickly.
We're using the WorkForce Optimization's interaction analytics, and that has helped the business to transform customer engagement. It helps to identify the "hot words" that are coming in, what people are actually calling in about. In addition, it does sentiment analysis that can be used to identify and train people who are struggling or using the wrong tone.
Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing. It could have been that a QA manager happened to evaluate five bad calls, but the other 150 calls that the person took that week were all great. Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients.
That 100 percent evaluation has also helped agent productivity because QA can automatically look at who is using those words that we don't agents using, such as "mm-hmm" and "let me check" on a call. They're able to train those folks so it has certainly helped.
Another benefit is that the Intelligent Virtual Agent has enhanced our ability to route the call to the correct person or the correct team and increased what we call first-call resolution. That, in turn, frees those agents up for somebody else. I'm sure the optimized routing capabilities are helping us meet our SLAs with less staff.
Five9 ran a customized project for us that allowed us to do chat translation. We now have the ability to chat in about 60 languages. Chats get converted to English before they go to an analyst. The analyst can type a reply in English, and it goes back to that agent in their native tongue. That has certainly been a great benefit for our colleagues in different countries to help them feel comfortable chatting about HR questions in their native language, versus having to do it in English.
It has been a really great tool to bring into our toolbox. It gives us the same technology globally as opposed to having many different environments.
The ability to have our negotiated rates leveraged even by some of our small five/six-person centers has been helpful. A small, local center is not going to have the same buying power as we do by deploying a global environment. And the standardization helps our tech staff and business teams as well. Previously, we had six to eight different types of platforms and systems, and they would have to learn all of them. Now, they have the same tool globally and can do follow-the-sun models much more easily because it's all in one platform.