Case Study: Serefin achieves an 80% call deflection rate with Five9

Serefin Drives 80% Call Deflection Rate with Five9

Serefin is a Canadian organization with three connected divisions—Serefin Health (healthcare concierge), Serefin Experiences (contact center outsourcing) and Serefin Travel—supporting customers and patients globally. Facing an on‑premises contact center that couldn’t scale, lacked reporting, analytics and quality management, Serefin needed a cloud solution to meet peak demand and improve performance.

Working with partner Unity Connected Solutions, Serefin moved to the Five9 cloud contact center (with Microsoft Teams integration, quality and workforce management) that was easy to learn and deploy. The platform let them scale to 100 agents within days during COVID surges, handle peaks of ~15,000 calls/day, use analytics to reprogram the IVR and achieve an 80% call deflection rate, and provide robust, reliable reporting for programs such as their 400‑user Autism project.

Serefin

Walter Wakulowsky

President