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Voice and digital—Omni-channel customer engagement success stories

A top three global retailer creates personalized customer experiences across its voice and digital channels.

Using the Nuance Digital Engagement Platform, the retailer can handle greater contact volumes and create unique experiences for its customers.

Company profile

The world's second largest retailer, operating in 47 markets, both online and in stores, has transformed its entire customer engagement center by implementing Nuance Virtual Assistant and Live Chat.

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We’ve completely transformed our customer care center. Our agents are much better equipped to provide unique customer experiences, and our virtual assistant is helping us deal with rising contact volumes.

Team member
Major global retailer

Background

With over 11 million customers contacting its care centers in 2017 alone, this global top three retailer handles thousands of calls every day. And with that volume expected to double by 2020, its leaders knew its legacy care center couldn’t keep up.

The retailer’s ongoing digital transformation across its physical stores and digital channels required a new care center solution. It needed to be able to integrate with backend systems, answer personalized questions related to customers’ journeys, as well as combine digital and voice channels seamlessly.

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