Case study: Successful Customer Experience Upgrade with Five9 Cloud

The healthcare industry faces unique challenges in providing consistent, high-quality customer service. One of Five9 CX Solutions (a PanTerra Networks partner) healthcare clients was no exception. They struggled with an on-premises contact center that was costly, rigid, and increasingly unable to meet customer expectations.

Agents were often fatigued by the manual tasks required to keep the system running, and the company faced four main challenges that directly impacted their customer experience (CX): high maintenance costs, hiring limitations, a lack of agent visibility, and time spent on redundant interactions.

By collaborating with Five9 and PanTerra, they set out to transform their customer experience technology and upgrading to the cloud, enabling remote work flexibility, increasing efficiency, and ultimately growing their business with CX automation.

Customer Experience with On-Premises Contact Center

This healthcare partner managed almost a million customer interactions annually with an on-premises system. Although robust, the legacy infrastructure had significant limitations—high maintenance costs, a lack of scalability, and an inability to meet changing customer expectations. 

The high maintenance costs of the on-premises system were a constant drain on resources, and hiring limitations meant that staff could only be brought on to work at specific physical contact centers. Adding to that, the lack of agent visibility also made it difficult for managers to ensure accountability. Finally, agents spent an excessive amount of time handling redundant interactions that could have been automated.

Transition to Cloud-Based Customer Experience Technology

To overcome these challenges, this healthcare business partnered with PanTerra Networks and Five9 to take the leap to a cloud-based contact center. This transition allowed them to retire their on-premises system and enjoy the flexibility and efficiency of a cloud-based solution, which significantly impacted both operational costs and employee satisfaction.

Here's what that move brought to their customer service:

• The move to the cloud enabled the healthcare partner to make strategic shifts in its hiring practices, offering remote positions across the United States.

• This flexibility not only expanded the talent pool but also improved employee satisfaction. Agents were happier and more productive, which in turn helped elevate the customer experience.

• The cloud-based system provided the capability to scale quickly and efficiently, expanding their operations to over 900 agents while maintaining service levels and continued quality care delivery.

Enhancing Efficiency and Personalization

The integration of Five9's solutions, including Quality Management and Auto Dialer, allowed the healthcare partner to optimize both inbound and outbound communications. With these tools, agents were able to handle customer interactions more efficiently, ultimately improving key performance indicators like first-call resolution and service level agreements (SLAs).

The healthcare partner also integrated Five9 with Salesforce, empowering agents with immediate access to relevant customer data: each time an agent received a call, they could see the customer's history, preferences, and previous interactions in real-time. Now they were able to provide a more personalized and informed service, enhancing the overall customer experience.

As the SVP noted, "Our team has really become more consultative and solution-oriented, which has allowed us to have a deeper partnership model with our clients. They expect us to bring expertise and innovative thinking to the table instead of just thinking of us as a back-office function."

Empowering Agents with CX automation

By eliminating the physical limitations of on-premises contact centers, the healthcare partner created a more dynamic work environment where agents were held accountable for their performance and were provided with the tools they needed to succeed. 

The integration with Salesforce played a critical role in this transformation, allowing for customer experience automation so that agents get to focus on meaningful interactions with a system already at their disposal.

"Salesforce is our source of truth for all our client information," said the SVP. "For Five9 to integrate directly into that makes the lives of our agents much easier, as they can focus on a single application that they were already familiar with."

Scaling Operations and Modernizing CX

PanTerra Networks and Five9 were instrumental in helping the healthcare partner expand beyond their original footprint. Within just 12 weeks, the company launched a global contact center that supported agents across 50 countries. This rapid expansion would not have been feasible with their previous on-premises setup.

The company also plans to continue modernizing services through further cx automation. By implementing the Five9 Intelligent Virtual Agent (IVA), they aim to offer 24/7 customer support through automated self-service options, which will enable them to handle repetitive customer queries more efficiently while ensuring that complex issues are escalated to human agents.

Results of the Cloud Transformation

The outcome of this partner's contact center is one of many powerful examples of how modern cloud tech and intelligent automation can upgrade customer experience and bring impactful business growth.

By leveraging both agent satisfaction and operational efficiency through that transformation, this partner in the healthcare industry has not only grown its business but also set a new standard for customer care in their sector.

Due to the sensitive and timely nature of many health-based interactions, it had long aspired to deliver 24/7 responsiveness, but staffing a physical contact center around the clock seemed unsurmountable. Now with customer experience automation, Five9 and the cloud have removed that cap.

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