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INDUSTRY SPOTLIGHT

RETAIL & eCOMMERCE

We support ambitious retailers with the cloud technology they need to supercharge digital customer experience, and stay ahead.

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Transforming Customer Experience for Retailers

Mission Labs works extensively with multiple large retailers and eCommerce companies around the world, helping to design, implement and iterate their customer experience innovation roadmaps. Our digital innovation, application development and kiosk deployment expertise helps retailers to fully integrate their customer journey from end to end, driving efficiencies and economy of scale like never before.

Our market-leading CX software and solutions power the contact centres of some of the best-known names in UK retail today, allowing retailers and eCommerce providers to take full advantage of the scalability and flexibility of the cloud, delivering the following benefits:

Amazon Connect’s pay as you use model enables retail and eCommerce clients to easily achieve customer contact efficiencies and cost savings.

Reduced costs

Amazon Connect’s pay as you use model enables retail and eCommerce clients to easily achieve customer contact efficiencies and cost savings.

We provide scalable voice, chat, email, social and SMS in a single unified app, helping retailers manage contact in their customers’ preferred channels.

Blended channels

We provide scalable voice, chat, email, social and SMS in a single unified app, helping retailers manage contact in their customers’ preferred channels.

By blending contact channels, improving data and metrics, and empowering customer self-serve, retailers can provide 24/7 support and reduce handling times.

Improved service

By blending contact channels, improving data and metrics, and empowering customer self-serve, retailers can provide 24/7 support and reduce handling times.

The AWS global infrastructure provides instant auto-scaling regardless of demand. So during your retail peaks you always have the capacity you need.

Elastic Scale

The AWS global infrastructure provides instant auto-scaling regardless of demand. So during your retail peaks you always have the capacity you need.

Amazon Connect runs in the agent’s browser so retail and eCommerce businesses can empower secure home & remote working.

Remote working

Amazon Connect runs in the agent’s browser so retail and eCommerce businesses can empower secure home & remote working.

Amazon Connect is an open platform that can integrate with any system your contact centre relies on (e.g. CRM, case management, WFM etc.)

Ease of integration

Amazon Connect is an open platform that can integrate with any system your contact centre relies on (e.g. CRM, case management, WFM etc.)

CASE STUDY

jd sports

How we helped JD to reimagine its customer contact journeys with Amazon Connect, SmartAgent and CX automation driving contact deflection and reduced handling times.

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Our Retail and eCommerce Services & Solutions

Amazon Connect consultancy, design & implementation
Amazon Connect consultancy, design & implementation

We have a deep understanding of the customer experience challenges and opportunities facing modern retailers. Our CX expertise spans solution design, build, implementation and managed migration. We also provide software and managed services for Amazon Connect & AWS.

SmartAgent omnichannel desktop application
SmartAgent omnichannel desktop application

Our streamlined agent software provides a single pane of glass for agents, consolidating contact channels and integrating back office and third party systems helping to reduce handling times, improve first contact resolution and drive cost and contact efficiencies.

Voice & chat robotics, and robotic process automation (RPA)
Voice & chat robotics, and robotic process automation (RPA)

Our customer experience design teams specialise in the production of client-branded AI voice & chat robotics which help retailers to deflect high volume, low value contact away from human agents, improving customer service and driving improved agent morale and happiness.

In-store smart kiosks for sales, collections and support
In-store smart kiosks for sales, collections and support

We work with best-of-breed hardware providers to design, configure and install smart in-store kiosks for customer self-service. Our expertise in customer experience and user experience design delivers beautiful and intuitive in-store solutions for clients.

Digital innovation and native application development
Digital innovation and native application development

With over 40 in-house native application development experts we’ve designed and launched 100s of digital innovation projects for retail and eCommerce clients helping them to engage, inspire, sell to and serve customers and internal audiences alike.

PCI-compliant payment processing with SmartPCI
PCI-compliant payment processing with SmartPCI

SmartPCI integrates with Amazon Connect and SmartAgent and completely removes your physical contact centre and homeworking environments from PCI DSS scope. SmartPCI supports IVR payments, agent-initiated payments, and fully automated payments for clients.

Social selling with conversational bots
Social selling with conversational bots

We design and develop intuitive conversational user experiences in ubiquitous social channels such as Facebook Messenger, Twitter and WhatsApp, helping to inspire consumers to engage more with brands and make buying decisions.

Actionable data and analytics insight
Actionable data and analytics insight

Our design and development approach focuses on generating useful, actionable data that is easy to analyse and process, unlocking valuable insights for our clients. We work with multiple analytics tools and integrations to deliver genuine MI value for our clients.

System/software integration with serverless technologies
System/software integration with serverless technologies

With modern technologies like AWS Lambda we can integrate our software with virtually any back-office or third-party API helping to truly unify your customer experience. Building serverless integrations is also faster and more cost-effective than integrating with hardware-based infrastructure.

Ready to reimagine your contact centre?

We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.

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Contact us

We’re specialists in delivering cloud contact centre solutions. We’d love to help you reimagine your contact centre.

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Request a demo

We’re specialists in delivering cloud contact centre solutions. We’d love to help you reimagine your contact centre.