Case Study: Doctor Care Anywhere achieves a 44-point employee satisfaction lift with Five9

Doctor Care Anywhere Gains 44-Point Satisfaction Lift

Doctor Care Anywhere, a UK telemedicine provider, needed to scale its contact center quickly as consultations tripled and its legacy telephony platform couldn’t support intelligent routing, real-time assistance, or CRM integration. The gaps were making it harder to deliver efficient, high-quality patient support while growing from 10 to 60 Patient Experience Coordinators.

With Onecom, Doctor Care Anywhere implemented the Five9 Intelligent CX Platform, including Five9 Interactive Voice Response and workforce engagement tools. Five9 improved call routing, analytics, reporting, and CRM access, helping lift first call resolution to over 70%, cut after-call time by almost two minutes per interaction, save team leaders eight hours per week, and drive a 44-point increase in employee satisfaction, while keeping service strong during peak demand.

Doctor Care Anywhere

Greg Rixon

Head of Operations