Case Study: Global Strategic Healthcare Partner achieves rapid global expansion and doubles agent capacity with Five9

Healthcare Partner Grows Business with CX Upgrade

A global strategic partner serving health and life‑sciences organizations that handles nearly 1 million interactions a year faced high maintenance costs and rigidity from an on‑premises contact center, limited hiring reach for in‑person agents, poor agent visibility, and time lost to redundant interactions—challenges that intensified during the pandemic and constrained responsiveness.

Working with Five9, the company migrated to a cloud contact‑center with Salesforce integration, Five9 Auto Dialer, Intelligent Virtual Agent, Quality Management, and Workforce Management. In under 12 weeks it launched a global operation spanning 50 countries, doubled agents from 400 to 900 (all remote), cut infrastructure costs, exceeded SLA targets, improved agent productivity and consultative engagement, and unlocked 24/7 service and reinvestment opportunities.