Case Study: Exact Sciences achieves 45% containment rate with Five9

Exact Sciences Achieves 45% Containment Rate

Exact Sciences, the maker of the at‑home colorectal screening test Cologuard, faced rapidly rising call volumes across 1,000 hybrid agents and three contact centers. Its on‑premises contact center and inflexible IVR could not scale, integrate with CRM systems, or support the automated self‑service needed to reduce handle times and improve patient experience.

Exact Sciences migrated to the Five9 Intelligent Cloud Contact Center, first deploying Five9 IVR and then Five9 IVA, enabling easy, code‑free call‑flow configuration and CRM integration. The solution automated carrier pickup scheduling, delivering a 45% containment rate on those calls, roughly 20% overall call deflection, about 60% faster pickup scheduling, and more than 160,000 automated pickup interactions—improving scalability and patient convenience while freeing agents for higher‑value work.

Exact Sciences

Darran Haessig

Associate Director of IT Applications