B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
25%
25% -- average handle time reduction for The Dufresne Group (2026)
The Dufresne Group reduced average handle time by 25% after transforming its contact center with Five9.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
25%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Score breakdown
Extraction
50
Source Trust
50
Citation Chain
90
Independence
30
Methodology
30
Freshness
95
Sources (4)
Five9
Primary
Tier C
https://www.five9.com/resources/case-study/dufresne-group-reshapes-experience-five9 ↗
Source Article
The Dufresne Group reshapes experience with Five9
The Dufresne Group reshapes experience with Five9
After a major outage, TDG rapidly transformed its contact center with an AI-driven, omnichannel approach. By unifying customer interactions and automating workflows, the company improved efficiency, reduced wait times, and empowered agents with real-…
Also cited by
nojitter.com
https://www.nojitter.com/
2026-08-15
2026-08-12
cmswire.com
https://www.cmswire.com/
2026-08-15
Original Research
Five9
· Original study ↗
Segmentation
IndustryB2B
Company SizeEnterprise
RoleAll marketers
Cite this stat
Plain Text
The Dufresne Group: 25% average handle time reduction. Source: Five9 (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/dufresne-group-average-handle-time-reduction
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<blockquote cite="https://lighthousedata.io/data/dufresne-group-average-handle-time-reduction" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>25%</strong> -- average handle time reduction for The Dufresne Group<br><small>Source: Five9 (2026) · <a href="https://lighthousedata.io/data/dufresne-group-average-handle-time-reduction" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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