Case Study: TruConnect achieves 7.5% cost savings and 30‑second handle‑time reduction with Five9 Agent Assist

TruConnect Leverages AI to Reduce Costs and Optimize Customer Service

TruConnect is a U.S. mobile virtual network operator that provides hotspots, smartphones, prepaid plans and Lifeline services to underserved customers, handling over 62,000 calls per month across three contact centers. The company faced rising after‑call work, longer average handle times, and limited remote work capabilities—challenges that became acute during the COVID‑19 pandemic.

Partnering with Five9, TruConnect deployed inbound routing, IVR, digital chat and email, and Five9 Agent Assist (AI-powered real-time transcription, summaries, guidance and CRM automation). The solution enabled remote work, reduced average handle time by 30 seconds, increased agent productivity and engagement, and delivered an estimated 7.5% cost savings in year one (with projected 10–20% savings in year two) through automated note-taking and workflow integration.

TruConnect

Lucy Sung

Chief Operating Officer