Omnichannel Contact Center Software for Retail Industry

Handle voice and digital communications, deliver more personalized shopping experiences, and win more customer loyalty with an end-to-end cloud omnichannel contact center for the retail industry.

CONTACT SALES

Enhance Retail Customer
Engagement and Customer
Experience

According to a study by Salesforce, 84% of customers say the experience a company provides is as important
as its products and services.
Leverage the power of VoIP for retail and omnichannel capabilities to build deeper
customer relationships, improve engagement, and fuel a better CX across channels.

Support Customers on the
Channels of Their Preference

Today’s retail consumers increasingly demand omnichannel experiences – and brands must live up to customer expectations to succeed. Support your customers across voice and digital channels and let them connect with your brand on their terms.

Customer service agent using retail call center software for omnichannel communication.
Retail call center software interface showing real-time call monitoring and agent whispering.

Connect Callers to the
Right Representatives
and Improve FCR

Despite the rise of digital channels – voice support is still crucial for retail. Ensure your callers are always routed to the right destination with multi-level IVR and custom call routing rules, reduce call transfers, and improve first contact resolution rates.

Drive More Sales and
Engagement with Bulk
SMS Text Messaging

Reach customers instantly with bulk SMS text messaging, delivering promotions, brand announcements, and flash sales straight to their phones. Increase foot traffic to your store and online sales, re-engage inactive customers, and drive repeat purchases.

Predictive dialing interface in retail contact center software connecting agents with customers.
Integration options for retail contact center software with various CRM systems.

Boost Your Contact Center’s
Efficiency with AI and
Automation

Enhance your contact center’s efficiency with workflow automations and AI-powered tools like AI conversational bots, AI response suggestions, and AI speech analytics. Let AI and automation take on manual processes and reduce operational costs.

Powerful Retail Call Center
Software Features

Inbound & outbound

Easily manage all your inbound and outbound communications from one platform, deliver a better customer experience, and generate more sales.

Omnichannel Support

Support your customers across multiple channels through a single omnichannel retail customer experience software and improve customer satisfaction.

Local Numbers

With a strong network of telco partners, we offer local numbers from 160+ countries so multi-location retail businesses can support their customers globally.

Custom Reporting

Track your most critical metrics and KPIs with custom reporting tools, measure your contact center performance, and make more data-driven decisions.

Third-party Integrations

Integrate VoiceSpin’s retail business phone system with third-party tools like CRM, helpdesk software, and other business apps to keep all data in sync across systems.

Robust Data Security

With features like end-to-end encryption, secure cloud data storage, and access controls, you can rest assured your customers’ data remains safe and private.

Beyond the Traditional Contact
Center for Retail Industry:
Automate Customer Interactions
with AI Conversational Bots

AI chatbot assisting a retail customer with order status by requesting the order number in a live chat interface.

Streamline Customer Support Operations with an AI Chatbot

Implement an AI chatbot that can support your customers 24/7 and handle routine inquiries like product information and order tracking. VoiceSpin’s AI chatbot supports 80+ languages, works on different digital channels, integrates with your CRM, and improves with every interaction.

AI voice bot providing automated customer support for retail inquiries via a mobile phone call interface.

Handle Voice Interactions Automatically with an AI Voice Bot

Optimize your retail operations by handling customer calls automatically with an AI voice bot that can interact with your customers in a truly natural, conversational way. VoiceSpin’s AI voice bot ensures your customers get instant, accurate answers while reducing the load on your staff.

Implement Retail Contact Center Software to Gain a Competitive Edge

VoiceSpin is more than just a VoIP phone system for retail businesses and eCommerce brands. With omnichannel capabilities, third-party integrations, and AI-powered automation tools – you can support your customers across multiple channels and entirely automate your customer service operations. Schedule a demo call to discuss your retail contact center needs and where VoiceSpin’s solutions fit in.

CONTACT SALES

Frequently asked questions

  • What is retail call center software?

    Retail call center software is a solution designed to help retail and eCommerce businesses streamline their customer service operations, improve customer experience, and increase sales. By offering features like call routing, Interactive Voice Response (IVR), automated dialing, SMS text messaging, and CRM and omnichannel integrations, these solutions not only help retail businesses deliver excellent customer experiences but also improve their operational efficiency.
  • What are the key features of call center software for retail and eCommerce businesses?

    Call center software solutions for retail and eCommerce businesses may offer a range of features for efficient inbound call management (such as call routing, IVR, and queue management), outbound call management (like auto dialing, intelligent lead distribution, local caller ID, lead management, etc.), and reporting. Additionally, these solutions often offer omnichannel capabilities, allowing you to integrate multiple communication channels like live chat, email, social media, and instant messaging apps into a single platform so you can support your customers across all touchpoints. CRM integration is another important capability of retail call center software solutions, as it allows you to centralize customer data for easy access during interactions.
  • How can call center software for retail improve customer service?

    Today’s consumers want to get their questions answered and issues resolved quickly and efficiently whenever they deal with businesses in the retail and eCommerce industries. And they also expect to be able to interact with brands across different communication channels. The right call center software can help retail businesses meet customers’ expectations for quick and efficient service and a seamless omnichannel experience.

    Firstly, with advanced call routing and IVR, you can route incoming callers to the most appropriate agents, helping you increase FCR rates, reduce handle times, and improve CSAT scores. Secondly, with CRM integration, your reps will have instant access to customer profiles and their interaction histories, helping them deliver more personalized experiences. And what’s more, if the solution can integrate multiple communication channels, you can support your customers on the channels they prefer, improving customer satisfaction.

  • How can retail call center software increase sales?

    Retail call center software can help your business increase sales through the use of auto dialing and mass SMS text messaging tools. Luckily, many call center software solutions like VoiceSpin offer auto dialing and bulk SMS text messaging capabilities, enabling you to run outbound calling campaigns and reach out to your target audience proactively with special offers, promotions, or new product launches through mass text messaging.
  • How can VoIP for retail reduce operational costs?

    Using VoIP technology is an excellent way for businesses, including those in retail and eCommerce industries, to reduce overall operational costs. VoIP allows you to make and receive calls over the internet – and that can result in significant cost-savings with international and long-distance calls, in particular. VoIP also allows for greater flexibility, enabling you to access your business communication system from anywhere as long as there is a reliable internet connection. That means your reps can work from home while you reduce operational expenses associated with renting an office space.

  • How to choose call center software for a retail business?

    If you typically handle high inbound call volumes, look for features like IVR, call routing, in-queue call management, and CRM integration. If your team is involved in outbound calling, make sure the software includes auto dialing capabilities so you can run efficient outbound calling campaigns. If you’d like to engage with your customers and prospects across multiple channels, look for a solution with omnichannel integration options. VoiceSpin’s retail call center software offers all that and much more – book a demo to see it in action!
  • What tasks can AI chatbots automate for retailers?

    AI-powered chatbots can automate a variety of tasks for retailers. An AI chatbot for customer service in retail can provide information about nearby stores, help locate specific products, assist customers in placing orders and checking order status, provide delivery updates, handle returns, refunds, and exchanges, provide product recommendations, upsell and cross-sell products, inform customers about ongoing discounts, and collect customer feedback. Overall, implementing an AI chatbot for retail customer service helps retailers automate their customer service interactions while also improving customer satisfaction and increasing sales.
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