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News Release

Five9 Cloud Contact Centre Solution Helps Medical Alert Better Serve Seniors

Medical Alert Improves Customer Service and Increases Agent Productivity Significantly with Five9

SAN RAMON, CALIF. – MARCH 26, 2014 – Five9, a pioneer and leading provider of cloud contact center software, helps emergency support service provider, Medical Alert, better support seniors while improving contact center agent productivity.

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Medical Alert, a Connect America company, provides personal emergency monitoring devices that give seniors access to emergency support services at the touch of a button. When customers encounter a life-threatening emergency, Medical Alert sends for help and notifies the customer’s family. 

Medical Alert uses a Five9 powered corporate contact center to handle the company’s sales and customer service needs. The corporate contact center has 350 agents and facilitates tens of thousands of inbound calls a month, as well as a significant number of outbound calls.

"Leveraging the cloud made sense for us. With a hosted solution like Five9, we could push everything to the cloud and focus on our business – instead of having to scale up hardware and infrastructure."
– Joe Huffnagle, sr. director of enterprise systems, Medical Alert

By selecting and implementing the Five9 cloud contact center solution, Medical Alert was able to:

  • Scale on a moment's notice to manage growth
  • Allow agents to work from anywhere – even from home
  • Reduce costs by hundreds of thousands of dollars each year

The Five9 cloud contact center solution also helped Medical Alert tap contact center agents to take inbound customer support calls and make outbound sales calls, all from the same agent desktop. This helped Medical Alert:

  • Increase agent efficiency and productivity 
  • Decrease call length times and increase sales
  • Improve customer service and create a differentiated customer experience

"Five9 is the backbone of our contact center. With Five9 we get more data in front of our agents so they can make more informed decisions."
– Joe Huffnagle, sr. director of enterprise systems, Medical Alert

About Five9 
Five9 is a pioneer and leading provider of cloud software for contact centers. Since our inception, we have exclusively focused on delivering our platform in the cloud and are disrupting a significantly large market by replacing legacy on-premise contact center systems. Our mission is to empower organizations to transform their contact centers into customer engagement centers of excellence, while improving business agility and significantly lowering the cost and complexity of their contact center operations. Our purpose-built, highly scalable and secure Virtual Contact Centre, or VCC, cloud platform delivers a comprehensive suite of easy-to-use applications that enable the breadth of contact center-related customer service, sales and marketing functions. We facilitate over three billion interactions between our more than 2,000 clients and their customers per year and believe our ability to combine software and telephony into a single unified platform that is delivered in the cloud creates a significant barrier to entry. For more information visit www.five9.com

About Medical Alert
Medical Alert, a division of Connect America, is the second-largest and fastest-growing Personal Emergency Response System (PERS) provider in the U.S. Using home-based and “go-anywhere” mobile medical alarm systems, the company delivers help at the push of a button to people who want the security and peace-of-mind of knowing they can get help in any emergency. Headquartered in the Philadelphia area, Medical Alert serves just over a quarter million customers across the United States. Connect America was started by Kenneth Gross, who is also a founding member and the current president of the Medical Alert Monitoring Association (MAMA), a PERS industry trade organization.

Analyst & Media Contact: 
Sarah Rolfing, Five9 
925-298-9062
sarah.rolfing@five9.com