Today’s retail call center agent needs to be a jack-of-all-trades - nimbly responding to urgent requests for status of next-day-air orders one minute and then providing detailed item specifications on complex products the next. The multiple legacy retail applications typically in place rarely provide the agent with the tools needed to provide the level of service expected and customer satisfaction is usually the victim. 		 
 
 
Escalate Contact Center was designed from the onset to provide the robust set of features required to support the cross-channel retailer in reinforcing their brand when assisting customers on the phone. Built on Escalate’s Customer Interaction Engine, the application features the same rich product information, customer profile, real-time order status and advanced search capabilities that is utilized in Escalate e-Commerce and Clienteling applications.

Escalate Contact Center provides customer service representatives with browser-based access to all elements of the cross-channel enterprise enabling them to provide unparalleled telephone-based customer service from any location with Internet or Intranet access.

Through Contact Center, agents capture and modify orders, answer questions about order status, update customer profiles, and create returns. Whether it is an order that has not yet been submitted on the web or an order that is sitting at a dropship supplier awaiting shipment, agents have full visibility to line item status and can make whatever modifications are possible. They can also easily access detailed product, cross-sell, and up-sell information. Customer service representatives use Contact Center to handle virtually any type of payment. The solution enables agents to accommodate inconvenienced customers through various means including price discounts or complimentary shipping.

Agents also use Contact Center to track all customer issues requiring followup by creating and managing cases and tasks ensuring that customer issues remain front and center until they have resolution. Automatic escalation trees and alerts are utilized to eliminate any disconnects due to employee turnover or illness.

Retailers who have implemented Escalate Relationship Marketing can also incorporate the call center into their multi-step dialogs. In this way, retailers have pushed scripts to call center agents to alert customers with affinities for certain offers of upcoming events or product offerings. Similarly, retailers frequently establish dialogs that will communicate with a customer through whichever channel they next appear whether it be the web, the store or the call center.

Escalate Contact Center features a fully configurable UI which allows retailers to add tabs, fields and modules through the use of XML configuration.


Escalate Retail realizes that every retailer is different and has a unique set of services provided by their call center agents. For this reason, Escalate Contact Center was built with a user interface largely driven by XML configuration files rather than hard-coded assumptions. Retailers have great flexibility to snap-in their own modules into the application or eliminate branches of the application that are not relevant for their business.

Retailers who have implemented Escalate Contact Center know that their call center agents always have the latest information at their fingertips and the tools necessary to address the customer’s request.

Benefits
  • Enhanced customer satisfaction from one-call resolution on problem orders, consistent follow-through on more complex issues.
  • Consistent customer, pricing, inventory availability and delivery time information across channels.
  • Agent access to same rich product information available on web.
  • Reduced labor and phone costs from immediate handling of customer requests rather than multi-step manual procedures.
  • Increased sales from intelligent upselling, advanced search availability, personalized scripts and customer profile/history visibility.
  • Reduced costs associated with cancelling orders rather than re-entering and taking returns on un-wanted merchandise.


Key Features
  • Browser-based interface for customer service representatives to support remote agents.
  • Full order capture process support including order entry, pricing, promotions, tax calculation and payment authorization.
  • Order status checks, customer profile edits and advanced search for products.
  • Product cross-sells/up-sells.
  • Returns processing and exchanges.
  • Quick-keys, active panes, and context-sensitive links/operations capabilities in the Web-based user interface, optimized to achieve high contact center productivity.
  • Full administration of access and editing rights for each customer service representative with groups that can work with only a specific set of customers and/or products.
  • Single and unified infrastructure for selling and customer service.
  • Tight, real-time integration with Escalate Order Management.
  • Full cross-channel account history.
  • RMA support.
  • Case routing and escalation.
  • Registry and wish list management.
  • Targeted marketing messages and scripts from Escalate Relationship Marketing.