Hosted VoIP

These days, geographically dispersed retailers often face an up-hill battle when it comes to consolidating their inbound telephone calls. The result: frustrated customers and exorbitant telecommunication costs. TeleTech Holdings, however, offers a solution. A global business process outsourcing (BPO) provider, the company has launched a retail voice portal designed to provide a centralized inbound solution to geographically dispersed retailers.

The newest addition to the TeleTech OnDemand suite of products, the portal allows big box and other Global 1000 retailers to have local store calls routed to a central location using a nationwide VoIP network and an automated interactive voice response (IVR) system. The solution promises significant financial benefits by generating thousands of dollars in additional revenue per day per store and providing greater in-store productivity for retailers.

The retail voice portal allows local callers to tap into a centralized, consistent menu that provides local store information as well as a variety of other options. Callers are then quickly and efficiently routed to the most appropriate location. Local store staff are free to handle in-store customers while prospective customers can utilize contact center specialists for routine calls or complicated technical questions.

“TeleTech’s retail voice portal offers the same high quality as a complete end-to-end traditional call without the switching and cost limitations of aging telephone networks,” said Kenneth Tuchman, chairman and chief executive officer of TeleTech, in a press release. “The retail voice portal increases revenue and improves overall customer satisfaction by reducing and even eliminating inbound calls that are dropped, misdirected, or poorly handled.”

TeleTech also brings together advanced technologies and human resources to deliver a return on investment to clients through its solutions. TeleTech assists clients with agility and growth by transforming their infrastructure and business processes to optimize existing assets, lower costs, and provide new revenue streams.

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Cindy Waxer is a Toronto-based freelance journalist specializing in business and technology. She has written for publications including TIME, Fortune Small Business, Business 2.0, Computerworld, Canadian Business, and Workforce Management. To see more of her articles, please visit Cindy Waxer’s columnist page.