Case Study: Covid Clinic achieves over $2M in first-year savings and rapid scalability with Five9

Covid Clinic Goes Live with Five9 and Finds $2M in Savings

Covid Clinic is a non-profit that runs drive-through COVID-19 testing sites across multiple states, handling over 20,000 inbound calls daily (peaking at 90,000) while adding locations weekly. Rapid growth exposed major issues: no visibility into agent activity, limited reporting and accountability, inability to scale to meet demand, and a short-staffed agent and IT pool.

Within 10 days Covid Clinic deployed the Five9 Intelligent Cloud Contact Center—adding inbound routing, agent desktop, SMS and Intelligent Virtual Agents—to automate FAQs and appointment booking. The platform delivered real-time analytics, on-demand scalability, fewer dropped calls, freed agents for complex interactions, supported ongoing growth, and produced an estimated $2M+ in savings in the first year.

Covid Clinic

Alan Ruiz

Chief Operating Officer