One omnichannel contact center for voice, SMS, chat, and email, an AI agent that fields order and return questions automatically, and Teams integration to keep corporate and store staff connected.
Voice, SMS, chat, and email all land in one queue, built to absorb seasonal spikes without adding headcount.
Retail call volume does not stay flat. It spikes around holidays and promotions. Because every channel lands in the same queue and routes to whoever is available, you can handle a seasonal surge with the team you already have instead of scrambling to hire and train temporary staff.
Answers common order-status and return questions automatically, by phone or text, freeing your team for issues that actually need a person.
"Where's my order" and "how do I return this" are two of the most repetitive questions a retail team fields. The AI agent can answer both automatically over voice or SMS at any time of day, so your staff can focus on the contacts that actually need a human instead of repeating the same status update.
Coordinate between corporate and individual store locations without leaving the Teams app your staff already uses.
Multi-location retailers already rely on Microsoft Teams to keep corporate and store staff connected. This brings real business calling directly into Teams, so a call to any location can be handled or transferred without opening a separate softphone app.
"During our busiest season, the contact center kept every channel in one place. We did not add a single temp and still kept up."
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