Case Study: Major, Longstanding E-commerce and Catalog Retailer achieves 45% IVA containment and 90%+ QM & CSAT with Five9

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

A major, longstanding e-commerce and catalog retailer that mails 88 million catalogs annually and handles 3.9 million calls a year with 300+ agents faced limits with an on‑prem contact center. The retailer needed to modernize to a cloud platform, implement quality management and real‑time performance insights, and deliver true omnichannel customer experiences while supporting many remote agents and maintaining a contact center that drives roughly half its revenue.

The company migrated to the Five9 CX Platform—deploying Global Voice, Email, Chat, Digital IVA, Quality Management, Performance Dashboards, Interaction Analytics, gamification and an Oracle adapter—to automate common interactions and empower supervisors with better coaching and real‑time KPIs. Results included a 45% IVA containment rate, 93% average QM scores, 90% CSAT, 24/7 digital availability, improved agent engagement and reduced attrition, and faster IT troubleshooting using QM data.