Piedmont CX
Contact center consulting · North Carolina

Contact centers that answer faster, route smarter and cost less to run.

Piedmont CX is a contact center consulting firm. We find what's slowing your team down, fix it on Five9 and the tools you already own, and add AI where it actually pays off.

Book a free 30-minute call See ways to start
  • Senior consultant on every project
  • Fixed-fee options
  • Remote across the US
60+Five9 implementations delivered
7+ yrsin contact center and unified communications
1,000+ hrenterprise projects led
15+engineers led on large deployments
Sound familiar?

The problems we get called in to fix.

  • Callers bounce between queues.Transfers pile up, handle time climbs and customers repeat themselves.
  • Nobody fully understands the IVR anymore.Every change feels risky, so nothing changes.
  • You pay for Five9 features you don't use.Licenses renew while key capabilities sit unconfigured.
  • Your Five9 admin left.Changes wait in a queue and small problems turn into outages.
  • The AI pilot stalled.It looked great in a demo but couldn't route, transfer or read your CRM.
  • Reports don't answer leadership's questions.You have plenty of data and still can't explain why service level slipped.

If two or more of these apply, a health check or assessment is the fastest way to a fix plan.

Services

Advice you can act on, and the hands to build it.

Many consultants stop at recommendations. We assess, recommend and then do the work, so the plan and the build come from the same team.

Consulting and advisory

Plan with confidence

An outside view of your contact center and a clear plan for what to change first.

  • Contact center assessments and roadmaps
  • Platform and vendor selection
  • Routing, process and KPI reviews
  • Fractional contact center leadership
Five9 consulting

Get more from Five9

Seven years and 60+ Five9 deployments, from new builds to rescuing stalled ones.

  • Implementations and expansions
  • IVR, routing and reporting fixes
  • Salesforce and ServiceNow integrations
  • Admin, supervisor and agent training
AI strategy and delivery

Put AI where it pays off

AI that works with your routing, transfers and CRM data, with people ready when it should hand off.

  • AI readiness and use-case planning
  • Voice and chat AI agents
  • Agent assist and call summaries
  • Custom AI apps and internal tools
Why Piedmont CX

Big-firm experience without the big-firm overhead.

Senior from start to finish

The person who scopes your project is the person who builds it. No handoffs to junior staff.

A scope you can budget

Clear deliverables and a fixed price before work starts. Change requests are written down, never surprises.

Deep Five9 experience

60+ implementations, including some of the largest. We know where Five9 setups usually go wrong.

AI that hands off well

Built around your routing and CRM, with a clean path to a person whenever the caller needs one.

Ways to start

Fixed scope, fixed fee, clear result.

Each one ends with something you can use, whether or not we work together after.

Most popular

Five9 Health Check

2 weeks

An audit of your Five9 setup: IVRs, skills, campaigns, dispositions, reports and integrations.

You get: quick wins, risks and a fix plan. The fee is credited toward the fixes.

Contact Center Assessment

3–4 weeks

A full look at your operation: platform, routing, staffing, reporting and customer experience.

You get: findings, a prioritized roadmap and an executive readout.

AI Readiness Workshop

1 day

A working session to find where AI will save time and money, and where it won't.

You get: a shortlist of use cases, the data and integration gaps, and a roadmap.

AI Agent Pilot

6–8 weeks

One or two real use cases live, such as caller verification or order status.

You get: a working AI agent, a containment dashboard and a go or no-go recommendation.

Not sure where to start?

Tell us what's going wrong. We'll point you to the right first step on a free call.

Book a free call
How we work

One team from first call to go-live.

Discover

We learn your goals, your callers and your numbers, then agree on what success looks like.

Design

You get a written design and a fixed scope, so cost and timeline are clear before work starts.

Deliver

We build, test and launch, with weekly updates along the way.

Support

Training, documentation, and optional monthly support to keep improving after launch.

Who we work with

Built for mid-market contact centers.

Most clients run 50 to 500 agents and need senior help without hiring a full-time team. We also provide delivery capacity to Five9 partners and resellers.

Industries

  • Healthcare
  • Financial services
  • Insurance
  • Utilities
  • BPOs and outsourcers

Platforms

  • Five9
  • Five9 IVA
  • Google Dialogflow CX
  • Cisco UCCX, UCCE, PCCE
  • Webex Contact Center
  • Microsoft Teams
  • Zoom
  • RingCentral
  • Salesforce
  • ServiceNow
  • Workday
About

Senior contact center engineering, based in North Carolina.

Piedmont CX was founded by a contact center engineer with more than seven years of consulting and delivery experience. That includes 60+ Five9 implementations, lead-engineer roles on some of the largest, and reusable IVR and CRM routing designs adopted across large engineering teams.

The firm also brings years of Cisco contact center and collaboration work, and builds AI agents and AI-powered applications for contact centers today.

  • Based inLincolnton, North Carolina. Serving clients across the US.
  • FocusMid-market contact centers, 50 to 500 agents
  • CertificationsFive9 Inbound and Outbound IVR, CCNA Collaboration, CCENT, Cisco Video Network Specialist
  • IntegrationsSalesforce, ServiceNow, Workday and custom CRMs
  • PartnersSenior delivery capacity for Five9 partners and resellers
FAQ

Questions we hear often.

Are you affiliated with Five9?

Piedmont CX is an independent consulting firm. We work directly with companies that run Five9, and we also partner with Five9 resellers and integrators who need senior delivery help.

What size contact centers do you work with?

Most clients run 50 to 500 agents. We also help smaller teams with focused projects like an IVR rebuild or an AI agent pilot.

How does pricing work?

Health checks, assessments, workshops and pilots are fixed fee. Larger projects are a fixed bid or hourly, and monthly support plans are available after launch.

Do you work with platforms other than Five9?

Yes. We handle Cisco UCCX, UCCE and PCCE upgrades and IVR changes, Webex Contact Center, Microsoft Teams, Zoom and RingCentral, plus integrations with Salesforce, ServiceNow and Workday.

Will AI replace our agents?

AI is best at routine requests like verifying callers and checking status. It hands everything else to your agents with the details already collected, so customers wait less and agents spend time on the calls that need them.

Do you work remotely or on site?

Most work is remote, serving clients across the US. On-site visits are available in the Carolinas and elsewhere when a project calls for it.

Contact

Tell us what's not working.

The first call is free and takes 30 minutes. You'll leave with at least one thing to fix, whether or not we work together.

  1. Send a short note about your contact center.
  2. We reply to set up a 30-minute call.
  3. You get a recommended first step and, if it fits, a fixed-fee proposal.
Prefer email? hello@piedmontcx.com
We reply within one business day.