Retailer Hits 45% IVA Containment, 90%+ QM & CSAT

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This anonymous retail case study shows how a large e-commerce and catalog retailer modernized its contact center with Five9 to deliver true omnichannel experiences. By implementing voice, email, chat, and digital IVA, the retailer achieved a 45% self-service containment rate and expanded service hours to 24/7. Quality Management and analytics improved coaching, resulting in a 93% QM score and 90% CSAT. Five9 enabled better agent engagement, improved performance visibility, and scalable CX modernization.

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Case Study

Retailer Hits 45% IVA Containment, 90%+ QM & CSAT

Retailer Hits 45% IVA Containment, 90%+ QM & CSAT

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