Overstock.com is a premier online retailer that prides itself on providing customers with white-glove treatment.
But, as Overstock.com continued to grow, the infrastructure that supported their high standard of customer service–a key differentiator in the competitive online retail space–was becoming stressed.
The contact center infrastructure combined on-premises hardware, hosted third-party software, and both manual and “homegrown” systems. It was inflexible and hard to expand. Call routing was slow, inefficient at matching agent skills with customer needs, and did not provide the information agents needed to resolve customer issues on the first call. The on-premises hardware required costly backup equipment, as well as three dedicated IT resources and an external consulting firm.
The outsourcer who supplemented the in-house agents during the holidays, operated on a separate contact center platform. With disparate reporting systems, management tools and agent pools, Overstock.com had no comprehensive view of the customer experience.
The company realized they needed a new approach to their contact center systems, including advanced routing. Overstock.com no longer wanted to devote the time, staff and money to manage and maintain an on-premises infrastructure. After an evaluation process, they chose a cloud-based contact center from Genesys.
In just 90 days from the project kickoff, the Genesys contact center had been implemented, in time for Overstock.com to scale seamlessly to handle the holiday rush. Since then, the Genesys solution has exceeded expectations and improved virtually every targeted metric within the Overstock.com contact center environment.
"A robust, cost-effective and agile contact center plays a pivotal role in creating the competitive differentiation and brand loyalty so important to enterprise success in rapidly evolving markets."