Case Study: VSP Vision Care achieves self-service for 12M calls and reduces support costs with Five9 IVA

VSP Delivers Self-Service to 12M with Five9 IVA

VSP Vision Care, a national not‑for‑profit vision benefits company serving over 85 million members and operating 1,000 agents who handle more than 13 million calls a year, needed to replace an expensive, inflexible on‑premises contact center that couldn’t scale or support a 100% remote workforce. The legacy system made IVA management slow and costly, so VSP sought a cloud platform to deliver intelligent virtual agents and simplify telephony and administration.

VSP migrated 24 contact centers to the Five9 Intelligent CX Platform—using Five9 IVA Studio, Voice, Supervisor Plus and Salesforce integration—within a 10‑month rollout, routing more than 95% of 12 million calls through IVA for self‑service and smooth agent handoffs. The cloud move cut support overhead by about two FTEs, reduced routine update time from 2.5 hours to 15 minutes, saved over $100K annually, enabled full remote operations, and maintained customer service continuity.

VSP Vision Care

Chris Ruff

Senior Contact Center Manager