Case Study: Public Partnerships achieves a scalable, remote-ready contact center and higher customer satisfaction with Five9

Public Partnerships Works from Home with Five9

Public Partnerships (PPL) helps individuals with disabilities, chronic illnesses, and aging adults self-direct long‑term Medicaid-funded home care. Rapid growth exposed limits in their disparate on‑premises contact center: it couldn’t handle increasing call volume, offered poor data visibility, lacked real‑time reporting, and couldn’t adapt quickly to changing business needs.

PPL deployed the Five9 Intelligent Cloud Contact Center—voice (inbound/outbound), chat and SMS, a Microsoft Dynamics 365 CRM adapter, workforce management, and a technical account manager—to unify systems and enable remote work. The cloud solution scaled with the organization (supporting a 200% customer‑base increase and over 160,000 providers across 23 states), reduced handle and speed‑to‑answer times, improved reporting and schedule adherence, raised customer satisfaction, and allowed hiring from anywhere while cutting facility costs.

Public Partnerships

Shane Moodyman

Director of Customer Service Workforce