Case Study: The Ivy Collection boosts conversion rates by 20% with Five9

Customer Excellence Reimagined The Ivy Collection Boosts Conversion Rates by 20%

The Ivy Collection, a luxury hospitality group, was struggling with legacy systems, inefficient operations, reservation no-shows, and limited digital engagement. These issues slowed service, frustrated staff, and made it harder to personalize guest experiences and capture revenue opportunities. The Ivy turned to Five9 and its AI-powered customer experience tools to modernize its contact center.

Five9 implemented AI agents, the Five9 Intelligent CX Platform, and the Five9 Salesforce Adapter to automate routine inquiries, streamline workflows, and give agents real-time customer data. The results included a 20% increase in conversion rates, a 3% reduction in no-shows, a 50% drop in employee attrition, and a customer feedback score of 4.8.

The Ivy

John Davis

CTO