Customer interview

TechStyleOS

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

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In less than 90 days, online fashion retailer TechStyleOS transformed its global contact centres — gaining the customisation 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 personalised 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