This case study shows how Mason Companies modernized its retail contact centers by transitioning to the Five9 cloud platform. Facing scalability issues, fragmented tools, and limited quality management, Mason adopted omnichannel capabilities, AI agents, and advanced coaching tools. AI agents handled routine order inquiries, achieving a 45% containment rate and freeing thousands of agent hours. Quality management and gamification improved coaching, engagement, and retention. As a result, Mason achieved 95% CSAT, reduced labor costs, expanded service hours to 24/7, and empowered agents to focus on higher-value customer interactions.

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