Support every order across every channel — even at peak.
Unify voice, messaging, and chat in one omnichannel inbox; deflect routine order questions with AI; scale instantly for peak season.
What peak season exposes
Shoppers use every channel for the same order
A customer calls, texts, and chats about one order — and each channel is blind to the others.
Peak-season volume spikes crush your team
Black Friday buries agents; hiring permanent staff for a two-week surge makes no sense.
Repeat-yourself frustration loses customers
Every re-explanation erodes loyalty and turns a buyer into a one-timer.
One inbox, every channel
Omnichannel Inbox
Voice calls, live chat, and messaging channels are unified in one agent inbox so every order inquiry — regardless of channel — is handled from the same interface. Customer history across all channels is visible when an agent picks up a new contact, eliminating the repeat-yourself frustration that loses loyal customers.
AI Agents for Order Status
AI agents handle routine inbound inquiries — order tracking, returns status, and common questions — 24 hours a day without requiring a live agent. Deflecting routine contacts to AI reduces agent workload during normal periods and is essential during peak-season spikes when contact volumes surge.
Instant Peak-Season Scale
MCC scales to accommodate additional agents and AI capacity when contact volumes peak — then scales back when normal volumes return. Handling peak-season demand without permanent headcount is one of the key advantages of a cloud communications platform over fixed on-premise infrastructure.
Proactive Outbound Notifications
Outbound notification messages — shipping confirmations, delivery updates, and back-in-stock alerts — are sent via the omnichannel messaging channel. Proactive outreach reduces inbound contact volume by answering customer questions before they need to ask.
Route by Order Value / Tier
Skills-based routing can prioritise high-value orders or VIP customers to your most experienced agents automatically. Tier-based routing ensures that the contacts most likely to affect revenue or retention receive the appropriate level of attention.
Contact Analytics
Call volume, channel mix, and resolution data reveals what is driving inbound contacts and where issues are recurring upstream. Analytics-informed improvements to product descriptions, fulfilment processes, or self-service options reduce contact volume permanently.
Explore theplatform
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Frequently asked questions
Give every shopper fast, informed support.
Unify voice, messaging, and chat and let AI handle the routine.