Case Study: Lake County Health Department achieves 48-hour cloud migration and scalable, Teams‑integrated contact center with Five9

Lake County Health Department Moves to the Cloud in 48 Hours

Lake County Health Department, an accredited public health agency serving Lake County, Illinois with over 1,000 staff and multiple contact centers (Patient Access Center, IT help desk, COVID-19 hotline), faced a critical challenge when its on‑premises contact center couldn’t scale. Daily public calls jumped from about 50 to more than 700 at the start of the pandemic, and the department needed fast cloud migration, Microsoft Teams integration, and an easy-to-use solution to let healthcare staff and volunteers work remotely.

The department chose the Five9 Intelligent Cloud Contact Center and went live in 48 hours, deploying inbound/outbound capabilities, a Technical Account Manager, and pre-built UC integration with Microsoft Teams. The move immediately scaled capacity for the COVID hotline and later the Patient Access Center (≈6,000 calls/month) and IT help desk, improved agent and customer experience, enabled remote work and expanded volunteer participation, and created opportunities to streamline workflows and add CRM and multilingual features.

Lake County Health Department

Jefferson McMillian-Willhoit