Client Success -
Healthcare, Travel and Hospitality
Scaling Complex Support Programs with the Liveops and Five9 Partnership
Cost savings
SLA compliance
CSAT
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Overview
Five9 and Liveops have built an 8+ year partnership grounded in empathy, innovation, and operational excellence. Five9 contributes to a proven cloud contact center solution with 4,500+ active customers, 15 billion annual interactions, 99.999% uptime, and an NPS above 86.
Liveops delivers turn-key contact center services backed by a nationwide and global network of experienced customer support professionals. Together, the two organizations give brands in regulated and high-growth industries—such as healthcare, logistics, and technology-enabled services—a single, integrated way to modernize support without sacrificing quality or compliance.
Within this model, a growing portfolio of flagship programs illustrates what the partnership can deliver, including work with a global device manufacturer, a national logistics and delivery brand, a national virtual care provider, and a global pharmaceutical support program:
- A global medical device manufacturer uses a Liveops-managed Five9 instance for specialized product and quality-related questions.
- A national logistics and delivery brand, working with a hiring technology partner, relies on a Five9 instance hosted by Liveops to support applicant and seasonal hiring journeys.
- A national virtual care provider uses Five9 to route high-volume, bilingual contacts to Liveops support professionals.
- A top pharma program uses Five9 plus orchestration tools like Jacada to guide complex workflows while Liveops supports hundreds of thousands of end users through non-clinical interactions.
Across these programs, the combination of Five9 technology and Liveops services has created an ecosystem that can adapt to new products, seasonal changes, and regulatory requirements while keeping the customer experience at the center.
Key challenges
Each program came with its own constraints, but several themes were consistent. Regulated environments required that every interaction meet strict standards for privacy, documentation, and escalation. Particularly, the medical device and pharmaceutical programs needed a structure where specialized support agents could safely handle routine questions while licensed or higher-skilled resources focused on more complex scenarios.
Volume volatility added another layer of complexity. The logistics brand needed to support more than 200,000 seasonal workers within a short timeframe, with candidate questions arriving across multiple channels. The same client also faced intense peak seasons where thousands of applicants were navigating document checks and background verifications at once—creating a surge that traditional staffing models struggled to meet efficiently.
The virtual care provider had to protect access to service during periods when demand rose by more than 50%, especially around open enrollment, the start of new benefit years, and seasonal spikes. At the same time, they needed to introduce true bilingual support; for years, non-English speakers had been routed through a third-party translation vendor, which slowed resolution and hurt the overall experience.
Finally, all four programs faced pressure to control cost while improving outcomes. The long-running enterprise support program needed to move appropriate contacts away from high-cost specialist resources, while the logistics and delivery programs were looking for a more sustainable way to staff for intense hiring seasons. The challenge was to increase efficiency without treating customers or job candidates like tickets in a queue.
The Liveops solution
To address these challenges, Five9 and Liveops built a shared delivery model that follows a “journey” framework from business case to optimization. During pre-sales and planning, joint teams co-designed the business case, connectivity, high-level design, and transition plan, aligning on compliance requirements, routing logic, reporting, and success metrics.
Implementation focused on detailed requirements gathering, configuration, testing, and certification so that when programs went live, the technology stack and operational model already reflected each client’s priorities.
Five9’s role is to provide the technology foundation: omnichannel routing, IVR, analytics, AI, workforce engagement, and deep integrations with systems such as Salesforce. Its trusted platform supports enterprise-grade security and compliance, and its scale and reliability give clients confidence that the environment can keep pace with rapid growth or shifting customer expectations.
Liveops then layers on specialized services and talent. For the logistics leader’s Philippines-based onboarding program, Liveops shifted support to a Five9 environment managed offshore, built interval-based precision scheduling, and created clear peak and non-peak playbooks. Support professionals handled both inbound inquiries and non-voice case work, while senior agents and coaches provided real-time mentoring and issue resolution.
In the U.S.-based seasonal hiring program for the same delivery brand, Liveops sourced and certified more than 1,400 support professionals across 29 states, using custom learning content co-developed with the client to ensure consistent quality and compliance.
For the virtual care provider, Liveops launched the program with a core team of year-round support professionals and expanded that group significantly during peak months, operating entirely on the client’s Five9 instance. Call analysis revealed that the majority of Spanish-language calls occurred within a specific daytime window, so Liveops aligned precision scheduling to those hours and introduced a dedicated language option. This removed dependence on third-party translators and restored a direct, conversational experience for callers.
In the long-tenured top pharma program, Liveops used Five9 and Jacada together to triage inbound contacts, sending general questions to specially certified non-clinical support professionals and escalating only calls that required licensed or specialist expertise. The team built a rigorous certification and recertification model focused on compliance and empathy, and used a pay-for-productive-time approach so the client only paid for active support time instead of idle capacity.
Across all four programs, program governance is jointly owned by Liveops and Five9, with shared reporting cadences through client results teams, to keep quality, cost, and experience tightly aligned.
The end result
The logistics leader’s Philippines program now operates at roughly one-third of its previous cost, resulting in a 63% onboarding support cost savings, while maintaining an 88% quality score and reducing transfers back to internal teams from roughly 15% to under 2%. The program runs lean during slower periods and then rapidly ramps up certified support professionals ahead of peak season, giving the client a dependable way to scale hiring support year after year.
The same national delivery provider’s U.S.-based seasonal program demonstrated how far the partnership could stretch. Liveops supported nearly 196,000 candidate interactions in a single cycle, scaling from a few thousand contacts early in the year to more than 140,000 during the peak month. Throughout this surge, the Five9 and Liveops model maintained a 93%+ CSAT and a 73 NPS, proving that high-volume support for job candidates can still feel human and helpful.
For the virtual care provider, Liveops consistently achieved 97.5% SLA compliance, a strong quality score of 89%, and 96% CSAT, even when monthly volume rose from 50,000 to 75,000 calls. Callers now speak directly with bilingual support professionals who can resolve their concerns during the first interaction, and survey data shows that nearly all feedback is positive.
The long-running enterprise support program underscores the cumulative value of the partnership. Over a multi-decade relationship, Liveops has supported hundreds of thousands of end users while sustaining satisfaction above 96% month after month. The blended specialist and non-specialist model, powered by Five9 routing and workflow tools, reduced costs by shifting appropriate contacts away from the highest-cost resources while preserving compliance and quality.
Beyond these four programs, the broader Liveops portfolio that also runs on Five9 spans healthcare, logistics, retail, and other service-driven brands. Those outcomes give new clients confidence that a Liveops and Five9 solution can support both immediate needs and long-term growth, regardless of industry.
Why choose Liveops as a trusted partner?
Trusted by leading technology and service innovators
across the client and agent lifecycle
years of partnership experience
supporting scalable, enterprise-ready programs
Enterprise-ready integrations
through collaborations with leaders like Five9, Symphony, and Amplix
Key takeaways
Built for complex programs
Proven in logistics, virtual care, device support, and long-running enterprise environments.
One integrated solution
Five9 provides the tech foundation; Liveops delivers the talent, scheduling, and learning needed to make it work.
Scales without breaking quality
Able to flex to peak volumes and seasonal surges while maintaining strong SLAs, quality, and satisfaction.
Repeatable playbook
A shared journey framework gives new clients a clear, low-risk path from launch to continuous improvement.