Case Study: Healthcare Partner achieves cloud-powered CX growth with Five9

Healthcare Partner expands to 50 countries in under 12 weeks with Five9

The customer, a healthcare partner, faced challenges with high maintenance costs and hiring limitations from its on-premises contact center system. This resulted in a lack of agent visibility and time spent on redundant interactions. They partnered with Five9 to implement a cloud-based solution.

Five9 provided a cloud contact center platform, including an Adapter for Salesforce CRM, Auto Dialer, Intelligent Virtual Agent, Quality Management, and Workforce Management. The solution enabled the healthcare partner to quickly double its agent count to 900, all working remotely, and expand operations to 50 countries in less than 12 weeks. This led to significant cost savings, exceeded SLA targets, and allowed for a strategic shift in hiring.

Healthcare Partner