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Famed for membership-based digital brands, TechStyle is the retail partner of choice for celebrities like Rihanna and Kate Hudson. Using a unique software engine, its website and eCommerce platform provide personalized experiences for more than 5 million online shoppers.
To propel the business forward, TechStyle sought to transform its global contact centers by increasing service automation and focusing human resources on revenue-generating work. It also needed a more economical way to deal with spikes in volume.
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Achieving those goals on a legacy platform was challenging. TechStyle found it hard to integrate its CRM solution, bots and social channels, or offer new services. Unable to roll back software changes, downtime became more regular while quality assurance was resource-heavy — with little opportunity for real-time intervention.
Following an 18-month market-wide tender, TechStyle chose the Genesys Cloud platform. “We wanted an out-of-the-box solution with rich capabilities so we could deploy quickly, while also delivering rapid time-to-value,” said Aarde Cosseboom, Senior Director of Global Member Services Technology, Analytics and Product. “In addition, we wanted the ability to cost-effectively customize the platform.”