Case Study: Large Multi-Brand Apparel Retailing Company achieves 100% holiday call availability with TTEC's Cisco enterprise solution

Large Multi-Brand Apparel Retailing Company - Customer Case Study

Large Multi-Brand Apparel Retailing Company turned to TTEC after its outdated phone system failed repeatedly during the critical holiday shopping season, leaving customers unable to get through. With over 300 stores, catalog sales, and a growing eCommerce business, the retailer needed a more reliable way to handle high call volumes and special requests from stores and shoppers.

TTEC migrated the company to a Cisco enterprise solution spanning two data centers, using a speech-enabled IVR, virtual queuing, data-driven routing, and call survivability to keep calls moving to available associates. The result was 100% availability even at 3x peak volume, faster service for high-value customers, no lost calls, and support for up to 800 contact center associates, with TTEC also managing the platform and hosting Unity Connection for headquarters.