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AmeriLife Benefits
The Situation
AmeriLife Benefits is a division of AmeriLife Group, a leading insurance distribution organization operating contact centres across the United States. The team had been running its contact centre on Five9 for approximately eight years. As the organization grew and personnel changed, the original system design had become increasingly difficult to interpret. Configuration decisions made years earlier were no longer documented.
Leadership had begun to question the reliability of operational reporting. Not because the data was clearly wrong, but because no one could fully explain where it came from. Routing and dialling inefficiencies were creating friction in enrolment interactions, a direct impact on revenue.
What We Did
Rather than moving directly to fixes, One Primero stepped back to answer a more fundamental question: was Five9 still the right long-term platform? After a structured evaluation of NiCE, Genesys, Zoom, and Five9, the conclusion was clear: switching platforms would not deliver enough incremental value to justify the cost and disruption. Five9 remained the right foundation.
With the platform strategy validated, One Primero conducted a full audit of the Five9 environment, untangling years of accumulated changes without disrupting live operations. Salesforce was then integrated with Five9, connecting contact centre activity with the workflows leadership relied on. Dialling strategy and campaign structures were redesigned to improve efficiency and connection rates.
What Followed
Operational reporting now has a reliable foundation. Connection rates have improved by an estimated 15–20% as campaign structures and dialling logic stabilize. Average handle time has reduced by an estimated 10–15% through Salesforce visibility. First contact resolution has improved as agents work from a single connected view of the customer.
The engagement is structured as a continuous managed services partnership. One Primero operates as an embedded extension of the AmeriLife team.
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