Case Study: Fortune 500 Fashion Retailer improves multichannel customer service with TTEC icStore

Fortune 500 Fashion Retailing Company - Customer Case Study

TTEC helped a Fortune 500 fashion retailing company with multiple retail brands address the challenge of fragmented customer service by replacing several discrete contact centers with a more integrated virtual contact center. The company wanted to centralize order placement, improve the customer experience, and boost sales across its multichannel retail operation, using TTEC’s icStore™ solution.

TTEC designed, built, and implemented an on-premise contact center and supported more than 1,200 associates across the client’s virtual contact centers. By adding IVR with speech, intelligent voice and email routing, and integrated email response management, TTEC enabled more self-service and non-voice support, reducing call volume and improving containment rates while enhancing overall customer service and productivity.