TechStyleOS

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™ 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, 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