technology that talks the talk and walks the walk

GSI Commerce combines proprietary and leading third-party technologies to provide a robust, scalable customer service platform. Our platform interfaces with automatic call distribution, private automatic branch exchange, computer telephony integration, interactive voice response, e-mail, workforce management, voice recording/monitoring and customer relationship management systems. We maintain best practices using a quality monitoring system to review customer interactions, evaluate our representatives, and integrate training content.

To ensure a consistent shopping experience across all channels, our customer care technology is fully integrated with our e-commerce platform and order management systems. Our representatives can offer your customers the same promotions and up-sell and cross-sell recommendations that are generated online.

Through integration with other systems, our platform gives agents one-click access to your customers’ contact and order histories—improving the quality of each call. This “single view of the customer” helps customer care representatives turn inquiries into sales and boost your average order values.

Our computer telephony system powers self-service tools to maximise the effectiveness of customer interactions and efficiency of operations. The system enables features such as intelligent call routing, automated call handling and agent desktop automation. We also offer interactive voice response for order status, in-store pickup, store locator, delivery date and direct-response campaigns.

GSI Commerce relieves your company of the challenges of ensuring customer service capacity during peak call volumes. With a technology platform designed to handle high levels of concurrent calls and industry-leading workforce management technology, we scale our operations to meet your peak demands.

If you choose to operate your own customer care centres, our technology platform is flexible to support your needs. We can offer the same capabilities to your representatives through our remote customer service desktop.