Dedicated support services for every purchasing need
ePrice, the leading Italian e-Commerce company, listed on the Italian Stock Exchange MTA, is one of the most important online retailers in the country with revenues of 131 million euros and GMV of 185 million euros in 2019. ePRICE is one of the main Italian online stores, specialising in the sale of high-tech products and leader in the sector of large household appliances sold online.
Thanks to Home Service, it manages the deliveries and the installations of large household appliances, with a coverage of 16 million inhabitants. ePrice has a network of 111 Pick & Pay points distributed in 109 cities, that combine the advantages of shopping online with the convenience and security of the local store.
CHALLENGE AND GOALS
The biggest challenge was to be able to implement in only 2 weeks (moreover, under the Christmas holidays), two different customer care services managed by geo-located teams in Italy, abroad and in outsourcing.
BeInContact – a 100% Cloud Omnichannel Contact Center solution – is to date used in Italy (with integration to CRM Oracle Service Cloud) and in Albania at BPO (in Stand Alone mode), unifying the software architecture that is thus streamlined and simplified. Indeed, BeInContact’s Full Cloud feature ensures high quality standards and 24×7 reachability, as well as reduced implementation time and configuration effort.
“We were looking for an alternative solution to Genesys that was Full Cloud, enterprise-class, reliable and flexible, that we could deploy quickly anywhere and anytime, without big changes in our infrastructure. BeCloud was the answer to our needs, and the implementation of the BeInContact solution integrated with our Oracle Service Cloud CRM in just two weeks permitted us not to lose business, to offer an omnichannel customer experience and, at the same time, to have an “easy to learn/easy to use” solution for all our agents”.
CTO & CIO
Goals
• Implement different Customer Care services managed by geolocated teams in different territories
• Deliver an omnichannel customer experience without losing business
Functionality
Voice Channel Integrated to Oracle Service Cloud
Calling Customer Recognition
Inbound and outbound conversation recording
Portability of a 100-number GNR
