Retail

Genesys contact center solutions allow retailers to acquire and keep customers, reinforce brand image, generate revenues, and improve operational efficiencies. Regardless of whether the customer chooses voice, e-mail, or Web chat, Genesys helps retail and consumer products companies provide superior service and a consistent experience.

Genesys can help you route retail customers to the most appropriately skilled agents for effective first-call resolution, and better manage spikes in call volumes by dynamically adjusting agent skills and routing to multiple communications channels.

Among the Global 500, industry leaders answer the call with Genesys

• 2 of the 5 world's largest household/personal products companies including #1
• 2 of the 10 world's largest specialty retailers
• 3 of the 10 world's largest general merchandisers,including #1

Genesys retail customers (partial list)
1-800-FLOWERS.COM	Bausch and Lomb	Columbia House
Hollywood	Home Shopping Network (HSN)	Konica
Sears	Ticketmaster

See how Genesys has helped other retail companies

Genesys understands your challenges and sees the need for today’s retail service providers to differentiate themselves through an integrated customer service approach:

• Deregulation and globalization have increased the level of competition in the retail marketplace. Pressure to improve profit margins and operational efficiencies is constant.
• To win and keep customers, retail firms must differentiate themselves through exceptional customer service. Merely offering a low cost product or service is no longer enough.
• Disparate infrastructures created by mergers and acquisitions can restrict access to critical analytics and management information.

Download Retail Industry Brief for more information

As a critical touchpoint between you and your retail customers, the contact center provides opportunities for creating value by building brand awareness, enhancing customer loyalty and increasing revenues. An integrated contact center software solution can provide the following benefits to retailers:

• Sophisticated voice self-service applications provide a convenient option for customer contact, and also allow retailers to lower the cost of handling routine customer inquiries.
• Screen-pop technology retrieves caller information from databases and routes it to agent desktops, enabling agents to offer faster, less expensive, and more personalized service.
• Retailers understand that the contact center is a powerful and cost-effective way to not only provide customer service but also to close sales, and communicate marketing messages.

See how Genesys  has helped other retail companies.