Customer Spotlight Webinar: When Customer Service is a Family Experience

Wednesday, September 18th - 02:30pm PST

Learn how Gonzaba Medical Group empowered their agents to deliver superior customer service "como familia" with Five9.

Gonzaba Medical Group (GMG), one of the largest premier medical practices in South Texas, believes that everyone deserves a medical care experience where they are treated like family or “como familia". In pursuing this goal, GMG discovered that their current contact center infrastructure was not set up to support the customer care service that made patients feel like family.

In order to stay true to the “como familia” culture, GMG partnered with Five9 to move their call center to the cloud to streamline customer care operations and to allow their agents to provide seamless experiences to patients one call at a time.

The results... well, you have to register for the webinar to find out.

In this webinar, you will learn how the GMG Group:

  • Gains insight into agent activities with real time alerts and historical graphs

  • Leverages SMS texting to reduce the rate of “no show” patients

  • Efficiently modifies agent schedules and schedule training for improvement of agent skills

  • Uses the pre-built integration with Salesforce to give agents an environment that supports their “como familia” culture


Join Darryl Flores, Director of Customer Experience at GMG, and Peter Milligan, Product Marketing Manager at Five9, to learn why GMG chose Five9 to migrate their contact center to the cloud.

Peter Milligan

Product Marketing Manager

Darryl Flores

Director, Customer Experience

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