Delivering Better CX to Patients at Gonzaba Medical Group

To make marketing calls to prospects, Gonzaba Medical Group agents use the Five9 adapter for Salesforce. The Salesforce integration allows agents to know where the prospect has come from and which marketing campaign to assign them to.

Read the case study to learn how Gonzaba Medical Group:

  • Dramatically reduced the time patients have to wait on hold
  • Utilized two-way texting for appointment reminders
  • Leveraged workforce optimization to improve agent efficiency and reduce staffing requirements by 20%
  • Used skills-based routing to connect patients with bilingual agentsĀ