“ 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.
Major global retailer
Adapt its customer care center to handle the increasing contact volumes, improve its customer experience and offer automated self‑service options 24 hours a day.
With the Nuance Digital Engagement Platform, the retailer can solve incoming inquiries using a virtual assistant. If the virtual assistant is unsure, it can ask a chat agent for help. Nuance Agent Coach equips the agent with recommended best actions. That agent then selects the best option or takes over entirely with contextual information to continue where the VA left off.
Customers get easy access to the services they need and quick solutions to problems they’re facing, and agents have more time to focus on complex cases.
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.