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

Prescription for a Healthy Contact Center

Teladoc, a leading telehealth provider serving millions of members and handling thousands of daily virtual visits, moved its contact center in‑house after vendor issues but faced serious reliability problems: outages, instability, limited administrator features, longer handling times and declining customer satisfaction.

Teladoc replaced the failing system with Five9’s Virtual Contact Center—deployed in 45 days with onsite support and API integrations to its custom CRM—and added digital channels, IVR, ACD, workforce and quality management. The switch delivered 99% uptime, 97% customer satisfaction, no major outages, sustained service levels (85–90%), a 30% increase in call volume with 20% fewer staff, and the ability to scale and support omnichannel growth.

Teladoc

Gary Britton

Vice-President, Operations