Handpicked style always on trend
Famed for its membership-based digital brands, TechStyleOS is the retail partner of choice for celebrities like Rihanna and Kate Hudson. Using a unique software engine, its website and eCommerce platform provide personalised experiences for more than 5 million online shoppers.
To propel the business forward, TechStyleOS sought to transform its global contact centres. Achieving those goals on a rigid NICE inContact setup was challenging. TechStyleOS found it difficult to integrate its CRM solution, bots and social channels — or offer new services. It was unable to roll back software changes and downtime became more frequent. And its quality assurance was resource-heavy — with little opportunity for real-time intervention.
“Our old NICE inContact solution was unstable, difficult to stand up and limited in scope for expansion,” said Jack Roberts, Director, GMS Technology and Applications at TechStyleOS. “In one quarter, our communications went down for over 24 hours on nine separate occasions. The reporting capabilities were very cumbersome and didn’t offer much call information or real-time statistics. In solving those issues, we also wanted the freedom to add channels without having to rely on professional services teams, or external developers or contractors.”
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Following an 18-month market-wide tender evaluating over 20 potential partners, TechStyleOS chose the Genesys Cloud CX platform. Its open APIs and simple integrations meant the company didn’t have to cease third-party contracts early and pay high cancellation fees. And the underlying Amazon Web Services (AWS) fabric solved all its stability problems.