ice Contact Center for Retail
The retail industry handles a significant amount of customer communications, including general inquiries, complaints, returns, and more. ice Contact Center empowers retailers to optimize their customer service through omnichannel capabilities, integrations, artificial intelligence, and more.
Transform your customer service with innovative solutions
Provide convenience with omnichannel capabilities
Provide your customers with the convenience that will keep them coming back by allowing them to contact you through their preferred channels. Take your contact center beyond voice by adding email, chat, SMS, social media, video, and more.
Increase revenue with a CRM integration
Integrating a CRM system with your ice Contact Center allows your agents to instantly see relevant information about each customer, including purchase history, at the beginning of the interaction. This helps agents to personalize each interaction and provides opportunities for upselling and cross-selling.
Securely accept payments through your contact center
Our cloud environments are PCI and SOC 2 compliant, meaning you can securely accept credit card payments without storing sensitive cardholder data. Make sales directly through the contact center without sacrificing customers’ peace of mind.
Elevate service delivery with ComputerTalk’s ice Contact Center
Saved money with Microsoft Teams
Bob Barker Company, a leading detention supplier, relied on on-premises infrastructure for their contact center. The platform was challenging to use, their CRM integration was unreliable, and their call quality was poor. These issues resulted in various inefficiencies that wasted both time and money. When they moved to ice Contact Center with Microsoft Teams, they were able to eliminate these inefficiencies, saving an estimated 2.5 days of work per week and approximately $200,000 over the course of a year.
Improved customer service with CRM screen pop
A retail company’s contact center agents were manually searching for customer information every time they interacted with customers. This time-consuming process forced customers to spend extra time waiting for their issues to be addressed when they reached out, negatively impacting their experience.
When the company moved to ice Contact Center with a CRM integration, agents no longer had to manually search for information. Instead, customer details such as purchase history, account information, previous call details, notes, and actions, are delivered instantly via screen pops on agent desktops. These screen pops enable agents to better engage in conversations with customers and reduce interaction duration, ultimately improving customer service.
Enhanced routing for premium accounts
A leading multinational corporation that produces over 60,000 different products had no effective system for identifying premium or regular accounts in the contact center. This meant that all customers were handled the same way. As a result, premium accounts didn’t always receive the specialized service they required, reducing the company’s overall customer satisfaction levels.
After moving to ice, the company streamlined customer service for their premium accounts without negatively impacting their other customers. Today, customers are instantly identified by their phone number and/or company name. Regular customers are routed based on the nature of their requests, while premium customers are routed to specific agents with the appropriate skill level. This ensures that all customers receive the appropriate level of support for their needs, and the company maintains high levels of customer satisfaction.
Sample Applications
Microsoft Teams contact center for retail
Our ice Contact Center solution for retail offers a seamless integration with Microsoft Teams. The integration gives retailers a unified communication hub where they can manage customer inquiries, streamline support processes, and enhance overall operational efficiency.
Together, the power of Teams and ice Contact Center's advanced features - such as automated call routing, real-time analytics, and comprehensive customer data integration - empower retailers to provide personalized, timely, and efficient assistance.
Learn more
Revolutionizing Retail: A Journey Towards Enhancing Customer Experience
Customer experience is crucial for any business, especially customer-facing organizations like retail companies. In this dynamic and highly competitive business environment, delivering high-quality customer service is a critical factor for success.
4 Ways ice Contact Center Helped a Retailer Save Time and Money
When Bob Barker Company transitioned their contact center to ice, the move simplified contact center processes, improved call quality, and saved the company hundreds of thousands of dollars over the course of a year.
AI Chatbots in Customer Service: A Complete Guide
AI chatbots have become a major part of our daily lives. Learn how these modern, AI-powered virtual agents can be used in various industries, including retail.
Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs.
With over 35 years of experience, ComputerTalk is here to work with you to configure your contact center solution.