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Customer interview

TechStyleOS

Hear how this leading global eCommerce retailer migrated nearly 1,500 global agents from NICE in under 90 days

In less than 90 days, online fashion retailer TechStyleOS transformed its global contact centers — gaining the customization it needed quickly and cost-effectively.

Its existing solution lacked the stability and flexibility the company needed to nurture its customer experience demand during tremendous growth. The Genesys Cloud CX™ platform offered TechStyleOS reliability and allowed it to diversify its existing channels, enabling a rich omnichannel strategy that includes SMS, chat, email and social messaging capabilities.

By implementing Genesys Cloud CX, the retailer gained real-time visibility into performance KPIs, the flexibility to handle retail peaks, and the ability to seamlessly build and embed custom solutions and artificial intelligence. Its high-speed innovation enhances personalized experiences for more than 5 million members worldwide.

Customer story highlights

  • Completed full global rollout in under 90 days from contract signing
  • Two-fold increase in self-service and chat deflection
  • 90% improvement in uptime
  • $250,000 expected savings in annual licensing costs
  • 14% rise in inbound traffic handled without the need to add headcount
  • 31% fewer abandoned calls