Case Study: Medical Alert achieves 69% higher agent productivity and cloud contact center resilience with Five9

Medical Alert - Customer Case Study

Medical Alert, a Connect America company providing emergency monitoring devices for seniors, handles about 90,000 inbound calls monthly with a 350-agent contact center. Rapid growth exposed limitations in its aging premise-based PBX—frequent weather-related outages, no reporting or supervisor tools, and an inability to integrate with Salesforce or other applications—putting sales, support and customer perception at risk.

Medical Alert moved to the Five9 cloud blended contact center, integrating with Salesforce and other systems to enable active blending of inbound/outbound calls, remote agents, and robust reporting and forecasting. The change drove a 69% increase in agent productivity, about $500,000 annual savings on toll-free numbers, faster, smarter routing and improved customer experience, while giving the company scalable, resilient telephony and better operational insight.

Medical Alert

Joe Huffnagle

Director of Telecommunications, Medical Alert