Case Study: athenahealth achieves remote workforce flexibility and rapid agent onboarding with Five9

Empowering Workforce Flexibility with Five9

athenahealth, a healthcare technology company serving more than 160,000 providers and 110 million patients, operates a global contact center handling about 4,000 calls per day with 100+ agents. The company struggled with an on‑premises contact center—limited remote work capability, CRM connection problems, unreliable hardware, cumbersome training, and a lack of integrations.

athenahealth migrated to the Five9 Intelligent Cloud Contact Center—deploying IVR, intelligent routing, outbound preview dialing, workforce and quality management, a Salesforce adapter, and dedicated account support. The cloud solution enabled remote work, cut agent phone-training to about 30–60 minutes (a 50–75% reduction), allowed rapid large-scale onboarding, delivered reliable high‑quality calls and integrated reporting, and improved agent productivity and satisfaction.

athenahealth

Paul Bissonnette

Manager, Customer Care Workforce Management