In short: Tech Stack Advising, a trusted Five9 consulting and support firm with certified Five9 engineers, optimized Cost Containment Group's existing Five9 contact center instead of replacing it. IVA authentication rose from 29% to 70%, Five9 Agent Assist auto-summarized 23,456 calls in 60 days, average handle time dropped by one minute per call, and CCG reduced agent headcount by 33%, an estimated $445K in annual savings.
CCG, a healthcare cost management organization, already ran a high-volume inbound contact center on Five9. But the platform was under-leveraged: authentication was inconsistent, agents wrote call summaries by hand, and leadership couldn't see which call drivers were consuming the most time.
At a Glance
- Client
- Cost Containment Group, a healthcare cost management organization with a high-volume inbound contact center
- Platform
- Five9 Intelligent Virtual Agent, Agent Assist, AI Insights, and Studio
- Primary use case
- Caller authentication, automated call summaries, and proactive payment and email-registration outreach
- Engagement focus
- Optimize the existing Five9 investment, not replace the platform
The Challenge
CCG's contact center worked, but Five9 was doing less of the work than it could. Agents carried tasks the platform could automate, and the business lacked the interaction-level data to know where automation would matter most.
- IVA authentication succeeded only 29% of the time.
- No real-time agent guidance or automated call summaries, so wrap-up was manual.
- Payment-link and email-registration follow-ups still required an agent.
Our Approach
We treated this as a Five9 optimization project, not a rip-and-replace. We found the highest-friction work in the contact center and configured Five9 to absorb it before it reached an agent:
IVA Authentication
Re-engineered date-of-birth authentication logic so far more callers are verified before transfer.
Five9 Agent Assist
Auto-summarization and real-time guidance cards cut after-call work and standardized call records.
Five9 AI Insights
Categorized 23 call drivers by handle, hold, and queue time to prioritize the next automation.
The Results
Within weeks, the gains showed up in the operating model. We also added Five9 Studio flows that automatically send payment links after declined transactions and email-registration links to customers who haven't finished account setup.
| Metric | Before | After | Impact |
|---|---|---|---|
| IVA authentication rate | 29% | 70% | More callers verified before transfer, with less repeat verification |
| Average handle time | Baseline | -1 min per call | Meaningful labor capacity across CCG's call volume |
| Calls auto-summarized | 0 | 23,456 in 60 days | Manual after-call write-up replaced by consistent summaries |
| Agent headcount | Pre-project baseline | -33% | The platform absorbed work that previously needed live agents |
| Annual human-capital savings | — | $445K (est.) | Includes $14K tied directly to improved authentication |
“Tech Stack Advising came through for us at a critical time, jumping in to build out our Five9 IVA within 24 hours of first contact. The team worked incredibly fast without sacrificing quality. They're knowledgeable, transparent, and bring a level of support and integrity that's hard to find these days. Truly a great team to work with. We're so happy with their services that we've decided to retain them on an ongoing basis. Highly recommend Tech Stack Advising for any Five9 projects.”
Five9 Agent Assist & Optimization FAQ
What is Five9 Agent Assist?
Five9 Agent Assist is Five9's real-time AI for live agents. It can automatically summarize every call and surface guidance cards during the conversation. For CCG, it auto-summarized 23,456 calls in 60 days, removing manual after-call write-up.
How do you improve Five9 IVA authentication rates?
We redesign the authentication logic, prompts, and data lookups so more callers verify successfully on the first try. At CCG, re-engineering date-of-birth authentication raised the Five9 IVA authentication rate from 29% to 70%.
Do we need to replace Five9 to get these results?
No. CCG kept its existing Five9 platform. The gains came from configuring features it already had access to, including IVA, Agent Assist, AI Insights, and Studio, around the work agents actually do every day.
How does Tech Stack Advising compare to buying services directly from Five9?
For CCG, we delivered 35 hours per month of development-inclusive Five9 support for $45K. An equivalent scope quoted directly through Five9 was $74K and didn't include development work. As a trusted, US-based firm with certified Five9 engineers, we also support Genesys, NiCE, and Zoom.