Case Study: a major longstanding e-commerce and catalog retailer achieves 45% IVA containment and 90%+ QM with Five9

a major longstanding e-commerce and catalog retailer hits 45% IVA containment with Five9

A major longstanding e-commerce and catalog retailer was grappling with the limitations of its on-premises contact center platform. It lacked a quality management system, real-time performance insights, and the ability to offer omnichannel customer experiences. The company partnered with Five9 to modernize its operations and address these challenges.

By implementing the Five9 CX Platform, including solutions like Global Voice, Email, Chat, and a Digital IVA, the retailer consolidated its contact center and empowered remote agents. Five9's solution delivered significant results, including a 45% IVA containment rate, a 93% quality management score, and a 90% customer satisfaction score. The implementation of Five9 also provided better coaching tools and real-time performance dashboards, which helped reduce agent attrition.