Case Study: Teladoc Health achieves improved efficiency and call quality with Five9 Agent Assist

Teladoc Health Leverages Agent Assist to Improve Efficiency and Call Quality

Teladoc Health, a global virtual healthcare leader founded in 2002, serves over 50 million members and handles more than 2 million contact center calls annually across 24/7 operations. After bringing contact centers back in‑house, Teladoc faced outages, instability, limited admin features and inconsistent post‑call summaries, so it sought a modern, scalable cloud contact center to restore reliability and improve customer satisfaction.

Teladoc selected Five9 for a rapid deployment of solutions including Agent Assist, Agent Desktop Plus, IVR, Global Voice and quality management. The platform enabled real‑time AI call guidance and transcripts for 100% of calls, consistent summaries, better QA and faster onboarding, and supported a 100% remote workforce—delivering 97% customer satisfaction, 99% uptime and a 30% year‑over‑year call volume increase with 20% fewer staff.

Teladoc

Andrea Brown

Director of Workforce and Program Management