Chris Ruff

VSP Senior Contact Center Manager, VSP Vision Care

The first and only not-for-profit eye health company, VSP Vision Care has provided global access to high-quality, cost-effective, employer-sponsored vision insurance and eye care products for more than 80 million members worldwide for more than 60 years. The company operates 24 award-winning contact centers, employs 1,000 agents, and handles more than 13 million calls per year. 

Supernova Award Category: 
Next-Generation Customer Experience
The Problem: 

VSP Vision Care, operating with a legacy on-premises contact center, encountered significant challenges hindering its efficiency and adaptability. With 24 contact centers handling over 13 million calls annually, VSP faced escalating support costs, lengthy upgrade processes, and limited remote capabilities. VSP needed a cloud-based solution that could scale contact center operations as call volume grows. All while tending to their direct consumers and their optometry offices. The need for a more flexible, scalable, and cost-effective solution became evident to sustain their renowned customer service excellence in a rapidly evolving global environment. 

The Solution: 

VSP Vision Care identified the limitations of its legacy on-premises contact center, including escalating support costs and lengthy upgrade processes, hindering efficiency and adaptability. To address these challenges and enhance flexibility and scalability, VSP opted for a cloud-based solution. A cloud-based solution that could provide remote capabilities, the ability to scale, and cutting-edge AI & Automation capabilities that are essential within the customer experience of enterprise companies. After careful evaluation, they selected Five9's Intelligent CX Platform and Intelligent Virtual Agent (IVA) for their proven track record in streamlining operations, reducing costs, and empowering organizations with advanced capabilities suited to VSP's needs. 

The Results: 

The adoption of Five9's cloud-based solution revolutionized VSP Vision Care's contact center operations, marking a significant shift from a cumbersome, on-premises setup to a streamlined, scalable platform. Before the project, VSP faced challenges with escalating support costs and limited remote capabilities, hindering its ability to adapt to changing demands efficiently. However, after implementing Five9's Intelligent CX Platform and Intelligent Virtual Agent (IVA), VSP experienced a transformative change. The transition to a cloud-based model enabled VSP to reduce support costs, streamline upgrades, and enhance remote capabilities, paving the way for improved customer experiences and operational efficiency. By leveraging Five9 IVA, VSP achieved over 95% call routing through self-service options. Meaning 95% of customers calling in were able to route to the correct agent the first-time utilizing Five9 IVA. This project sets a precedent for widespread adoption of cloud-based solutions and AI-driven automation, demonstrating their disruptive potential to reshape contact center operations and elevate customer experiences across the industry. 

Metrics: 

Before implementing Five9's solutions, VSP Vision Care faced escalating support costs and lengthy upgrade processes, impacting operational efficiency. However, after transitioning to Five9's cloud-based platform, significant improvements were realized. Support costs were reduced, with an estimated savings of over $100K annually, and upgrade processes that previously took months were streamlined to just 15 minutes. Moreover, over 95% of VSP's calls are now routed through Five9 IVA, showcasing the successful integration of AI-driven automation to enhance customer service efficiency. These metrics demonstrate the tangible benefits of the project, highlighting its effectiveness in driving cost savings and operational improvements for VSP. 

The Technology: 

VSP Vision Care implemented Five9's Intelligent CX Platform and Intelligent Virtual Agent (IVA) to streamline their contact center operations. This cloud-based solution empowered VSP with advanced capabilities such as self-service automation and seamless integration with Salesforce CRM, enhancing efficiency and scalability while reducing costs. 

Disruptive Factor: 

The implementation of Five9's Intelligent CX Platform at VSP Vision Care faced challenges, like transitioning from legacy infrastructure and ensuring cultural alignment. However, these were effectively managed, resulting in significant impacts: 

  • Enhanced Customer Experience: Leveraging IVAs improved self-service for over 95% of calls, leading to personalized interactions and increased satisfaction. 
  • Operational Efficiency: The cloud-based platform streamlined operations, reducing overhead costs and improving agility in system maintenance. 
  • Empowerment and Autonomy: Enabling line-of-business administrators to configure IVAs fostered innovation and quicker response to customer needs. 
  • Industry Leadership: VSP's adoption of Five9's platform showcases the potential of cloud-based solutions, setting a new standard for customer service excellence in the eye health industry. 
Shining Moment: 

Most proud of achieving a seamless transition to Five9's platform within a tight deadline, enhancing customer experience while reducing costs significantly, and fostering a culture of innovation and autonomy at VSP Vision Care. 

About VSP Vision Care

Many people go without vision care and struggle to see and feel their best. Sight is our window to wellness, so we’re committed to bringing together the best people, products, and services to deliver greater access to high-quality, affordable eye care and eyewear. Because everyone deserves to see well and live happy.