Public Partnerships Works from Home with Five9 The Intelligent Cloud Contact Center Public Partnerships Case Study Company Profile Public Partnerships | PPL supports individuals with disabilities or chronic illnesses and aging adults, eligible for public Medicaid assistance, to “self- direct” their own long-term home care. Industry Healthcare Website www.publicpartnerships.com Challenges • Disparate on premises system that couldn’t handle increasing call volume • Visibility into customer data • Limited reporting with no real-time insights • Inability to adapt to business changes Solutions • Inbound • Outbound • Digital Engagement – Chat • Digital Engagement – SMS • CRM Adapter for Microsoft Dynamics 365 • Workforce Management (WFM) • Technical Account Manager (TAM) Benefits • S

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