Case Study: Teladoc achieves 97% customer satisfaction and 99% uptime with Five9

Improving Customer Service for Telehealth Users

Teladoc, a leading telehealth provider with more than 17.5 million members and a network of over 3,100 clinicians, operates a 24/7 service center in Lewisville, Texas that handles roughly 3,000–4,000 calls daily and supports about 4,000 virtual visits per day. After pulling its contact center in-house in 2015 due to high turnover with an outsourced vendor, Teladoc struggled with outages, instability and poor vendor support that hurt customer satisfaction and prompted a search for a new solution.

Teladoc selected Five9’s cloud contact center for its reliability, rapid deployment and flexible API for CRM and systems integration, and went live in 45 days. The move delivered measurable gains: 97% customer satisfaction, 99% uptime, a 30% year‑over‑year increase in call volume while using 20% fewer staff, faster-than-planned deployment (45 vs. 180 days), and expanded omnichannel support including chat, email and web.

Teladoc

Gary Britton

Vice-President, Operations