Case Study: Aprende Institute achieves A+ student experience and scalable outbound dialing with Five9

Aprende Institute Delivers A+ CX to Students

Aprende Institute is an online, Spanish‑language education provider with 40+ programs and 250,000 students, supported by 500 mostly remote contact center agents in Mexico City and Bogotá. To scale outreach across many specialties, the institute needed a cloud contact center that could handle high‑volume outbound dialing, reliable voice connectivity, Salesforce integration, and skills‑based routing.

Aprende implemented the Five9 Intelligent CX Platform—using Agentless Dialer, the Five9 Adapter for Salesforce, Workflow Automation, intelligent routing, and analytics—to automate dialing, sync leads from Salesforce, and trigger real‑time follow‑ups when calls go unanswered. The result: smoother work‑from‑home operations, higher connect rates from automated email follow‑ups, big gains in agent efficiency and lead capacity, and hourly reporting that helps supervisors monitor performance and drive more enrollments.

Aprende Institute

Lee Hasson

Chief Technology Officer