Case Study: Teladoc improves call quality and efficiency with Five9 Agent Assist

Teladoc boosts call quality with Five9 Agent Assist and 99% uptime

Teladoc Health, a global leader in virtual healthcare, faced significant challenges after bringing its contact center operations in-house, including system outages, instability, and a lack of support that led to customer complaints. They needed a reliable, scalable cloud contact center solution and turned to Five9 for its modern platform, seeking to improve reliability and agent capabilities.

Five9 implemented its Intelligent CX Platform, including specific solutions like Agent Assist and Global Voice, to provide a stable, scalable system with real-time AI-powered guidance for agents. The results were dramatically improved, including 99% uptime, a 30% increase in call volume with 20% less staff, and higher customer satisfaction scores. The Five9 solution also enabled a seamless transition to a 100% remote workforce and provided advanced tools like real-time call transcription and guidance that increased quality and efficiency.

Teladoc