Retailer Hits 45% IVA Containment, 90%+ QM & CSAT
![Customer_Page_thumbnail_retailer](/sites/default/files/styles/resource_full_main_image/public/2023-10/Customer_Page_thumbnail_retailer.png?itok=XIVOQ9pk)
A major, longstanding e-commerce and catalog retailer grappled with the limitations of an on-premises contact center platform.
- Achieved a 93% QM score within the first year
- Reached a 90% CSAT score
- Implemented omnichannel options for customers