Retail and eCommerce Client Story

A Large Apparel Retailer Attains Systems Reliability During Peak Seasons

100%

availability, even during peak times of 3x volume

Expedited

service for best customers

Call

survivability ensures misdirected calls are not dropped, instead routed directly to waiting associates

Come holiday time our client was noticing a phone system dilemma, their outdated system failed 3 times in one year. To help we migrated the client to a Cisco® enterprise solution spanning two data centers.

A large multi-brand apparel retailer, with over 300 locations nationwide as well as significant internet and catalog sales, had a yuletide dilemma. Between November and December, when its customers were in the shopping mood, standing with credit cards in one hand and the phone in the other, their calls were met with…nothing. The outdated system in place was unreliable, failing three years in a row during the last six weeks of the year, at the height of the holiday shopping season. Clearly, something had to be done. Our client needed a more reliable phone system with increased functionality to serve catalog and website shoppers as well as handle special requests from its 300 retail locations.

In response to the desire for the utmost in system reliability, we migrated the client to a Cisco® enterprise solution spanning two data centers for high availability. A speech-enabled IVR receives and routes calls to a virtual queue across two contact centers and a pool of remote associates, and data-driven routing rules evaluate customer value and current wait times to determine call treatment and destination. With our client’s preference of providing its customers a high-touch shopping experience, the system frequently routes calls directly to waiting associates.

The apparel retailer is confident our solution will handle every call and is better equipped to accommodate unexpected events. Business operations perform without interruption, high-value customers receive specialized treatment, and IVR messaging adapts quickly as needed. In keeping with the client’s insistence on not a single call being lost, survivability scripting handles misdirected calls gracefully, routing them directly back to waiting associates.

The solution supports up to 800 contact center associates, a distribution center, and a disaster recovery site, with our Managed Services team currently monitoring and maintaining the production platform. As further proof of the retailer’s faith in our dependability, the client contracted with us to host Unity Connection for its headquarters. For the contact centers, distribution center and headquarters alike, we continue to spread holiday cheer in the form of reliable service, all year ‘round.

 
Are you ready to Humanify your customer experience?

Contact us

SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.
80112-5833

Phone:
For General Inquiries
+1.800.TELETECH
(+1.800.835.3832)

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

 
TeleTech Community Foundation Announces Grant Awards for First Half of 2017
Employee Driven Foundation Supports More Than 30 Charities and Education Organizations in the Communities Where the Company Operates
TeleTech Schedules Third Quarter 2017 Earnings Release And Webcast Of Investor Conference Call
NEWS
NEWS