Using Global Bilgi’s Cloud Contact Center Platform for Retail Business

The retail sector stands out with one of the most intimate interactions with customers: every day, millions of Ukrainians visit shopping centers, supermarkets, and stores to make purchases and seek advice while expecting high-quality service. At the same time, leading market players understand that excellent service should not be limited to the physical store’s walls; it should be available to customers constantly and anywhere they are. One of the key aspects of building a progressive model for ensuring uninterrupted service (and increasing sales) is having a modern contact center within the company that is economically efficient and well-integrated into the overall business system.

With the aim of providing modern capabilities and competitive advantages for Ukrainian companies, the team at the leading outsourcing contact center, Global Bilgi, has developed and successfully implemented their own software solution – the Sirius Cloud Contact Center Software. This product is the result of years of international experience in the customer service and sales industry through call centers, incorporating the best features of global market leaders in software solutions. Global Bilgi’s call center software is already being used successfully to handle hundreds of thousands of customer inquiries daily, and thanks to its reliability and functionality, it is an excellent fit for companies in the retail industry.

Architecture of the Contact Center Platform: Reliability and Scalability

The days when companies had to purchase expensive hardware and deploy their own server infrastructure to create a call center are long gone. Currently, the most popular solution worldwide is the so-called CCaaS model (Contact Center as a Service), which involves hosting powerful software in secure and reliable data centers provided by the service provider. According to the customer’s request, the provider remotely connects the necessary functionalities and offers full support to address all inquiries.

The Sirius Contact Center platform from Global Bilgi is built on such a model. Additionally, at the customer’s request, the company can deploy the software on the customer’s servers, although this option may require more effort and investment. Regardless of the deployment model, Global Bilgi ensures full support and assistance for all users and is always ready to customize the solution according to the clients’ needs.

In general, the platform’s architecture is clustered and hosted in two geographically distant data centers, which are protected according to the highest national and international standards. Access for users is convenient and easily configurable both from the office and remotely, as the solution is a full-fledged web application that does not require the installation of any applications or plugins. This adds reliability for operation during blackout conditions, as the platform is continuously available online through a standard web browser. The server conducts continuous data backups, records 100% of conversations and chat dialogues, and can also capture user screen recordings.

Convenience of the Sirius Platform for Retail Contact Centers

Sirius from Global Bilgi is a comprehensive technological solution that is ideal for companies in the retail industry as it includes all the necessary components for a modern contact center. The functionality of Sirius allows handling inbound calls, online chats from the company’s website, integrating with popular messengers (Facebook Messenger, WhatsApp, Viber, Skype, Telegram, and Bip), and communicating with customers via email.

Moreover, the system is well-suited for making outbound calls for additional sales, customer notifications, and conducting surveys. To effectively utilize resources during outbound dialing, the platform has its own dialer system that can operate in various modes depending on the type of the chosen campaign. There is also the option for auto-dialing contacts using Outbound IVR technology.

Developers have given great attention to creating a powerful quality control, statistics, and analytics functionality in the contact center platform. For retail companies that aim to provide the highest level of service and make optimal use of resources, Global Bilgi offers Sirius capabilities with modules such as AQoS (Assurance Quality of Service), GB Dashboard, and GB Reporter. Sirius allows measuring 169 contact center quality indicators in real-time and generating any requested analytics for clients.

CRM for Call Centers from Global Bilgi

One of the standout features of the Sirius platform is the presence of an embedded CRM for the call center, which can be seamlessly integrated with other solutions on the market. Global Bilgi’s CRM offers extensive functionality for contact center operators, enabling successful management of customer interactions across all communication channels thanks to its dynamic dialogue script that adapts to various dialogue scenarios. For instance, when an operator selects a specific response option for a customer, the system provides prompts and modifies the script accordingly. This functionality can be used for handling objections, conducting surveys, upselling additional services, and more.

Currently, Global Bilgi is actively working on improving its CRM system, expanding its capabilities in processing customer contacts, and adding convenience for operators, supervisors, and contact center managers. Additionally, the system remains open to integration with any external resources and systems. Integration is achieved using API methods, HTTP(S) Rest, JSON, XML, SOAP, WSDL requests, and iframes.

Conclusions

The Sirius Cloud Contact Center, developed by Global Bilgi, is a promising solution for Ukrainian companies in the retail sector. Implementing the Sirius platform can help businesses improve customer service quality, ensure uninterrupted service, and boost sales. The contact center platform Sirius is developed and supported in Ukraine and has already proven its effectiveness. Adopting a cloud contact center can become a significant competitive advantage for retail companies in the Ukrainian market.