Retail telecoms and contact centre for e-commerce
Retailers and online brands win or lose customers on the quality of every interaction. Use IT Telecoms gives multi-site retailers and e-commerce businesses an omnichannel cloud contact centre, PCI DSS ready card payments over the phone and resilient connectivity across every store. Whether you sell in ten shops or on a single busy website, we help you answer voice, email, chat and social enquiries from one platform and scale instantly through Black Friday and peak season.
Omnichannel contact centre
Handle voice, email, live chat and social messages in one queue, so customers reach you their way and agents keep every conversation in context.
PCI DSS ready payments
Take card payments over the phone without agents ever hearing or storing card numbers, reducing your PCI DSS scope and protecting shoppers.
Peak season scaling
Add agents, lines and capacity in minutes for Black Friday, sales events and Christmas, then scale back down when demand settles.
CRM and order line integration
Connect calls to your CRM, ecommerce platform and order management system so agents see the customer and their order the moment they call.
Connectivity across every store
Leased lines, FTTP and business broadband link all your sites and tills with SLA-backed uptime, keeping stores trading and online.
Self service and routing
Intelligent IVR, callbacks and skills-based routing send order, returns and delivery enquiries to the right agent and cut wait times.
One omnichannel contact centre for customer service
Modern shoppers move between phone, email, live chat and social without a second thought, and they expect you to keep up. Use IT Telecoms brings every one of those channels into a single cloud contact centre built on platforms like 8x8, so your agents work from one screen and one queue rather than juggling separate inboxes and phones.
That unified view means faster answers and happier customers. Order status, returns, delivery questions and complaints are routed to the right agent using skills-based rules, while supervisors watch live wallboards, monitor service levels and coach the team in real time. When an enquiry arrives out of hours, callbacks and self service keep customers moving without adding headcount.
- Voice, email, live chat and social in one queue
- Skills-based routing for orders, returns and delivery
- Live wallboards, reporting and call recording
- IVR and callbacks to smooth demand and cut wait times
Ready for Black Friday and peak season
Retail demand is rarely flat. A single sale, a viral product or the run up to Christmas can multiply your contact volume overnight, and a phone system that cannot flex will cost you orders and reviews. Because our contact centre is cloud based, you add agents, numbers and capacity in minutes and pay for what you use, then scale back once the peak passes.
Behind the scenes, resilient connectivity keeps stores, tills and card machines online through your busiest trading days. We design leased line and FTTP links with SLA-backed uptime and automatic failover, so a single fault never takes a shop or your order line offline when it matters most.
- Add or remove agents and capacity on demand
- Pay for peak capacity only when you need it
- Automatic failover to another site or mobile
- Multi-site connectivity for stores, tills and warehouses
Secure card payments over the phone
Taking payments by phone is still essential for retail, from telephone orders to abandoned baskets your team rescues. It also carries real risk if card details pass through your agents or recordings. Our PCI DSS ready payment tools let customers key their card numbers directly into a secure system, so agents never see, hear or store the data.
This descopes much of your contact centre from PCI DSS obligations, protects shoppers under GDPR and reduces the chance of a costly breach. Payments are captured, calls stay recorded for quality and disputes, and sensitive card data is kept out of your environment entirely.
- Customer keyed card entry with agent assisted payments
- Card data kept out of recordings and agent view
- Reduced PCI DSS scope for your contact centre
- GDPR aligned handling of customer information
Frequently asked questions
What is an omnichannel contact centre for retail?
An omnichannel contact centre brings voice, email, live chat and social messaging into a single platform and queue. Agents handle every channel from one screen with full customer context, so a shopper can start on chat and finish on the phone without repeating themselves. For retail and e-commerce this means faster answers and consistent service across all your customer touchpoints.
How can retailers take card payments over the phone securely?
PCI DSS ready payment tools let customers key their card details directly into a secure system during the call, so agents never see, hear or store the numbers. This keeps card data out of your recordings and contact centre, reduces your PCI DSS scope and protects customers under GDPR, while the agent stays on the line to help.
Can your contact centre scale for Black Friday and peak season?
Yes. Our cloud contact centre lets you add agents, numbers and capacity in minutes for Black Friday, seasonal sales and Christmas, then scale back down afterwards. You pay for the extra capacity only while you need it, so you can meet demand spikes without paying for idle lines year round.
Will the phone system integrate with our CRM and order management system?
In most cases yes. Platforms such as 8x8 and Evonex integrate with popular CRM, ecommerce and order management systems, so inbound calls show the customer record and their recent orders through a screen pop. Agents resolve delivery, returns and order queries faster because the information is already in front of them.
How do you connect multiple retail stores?
We link your sites with leased lines, FTTP and business broadband on a secure private network, with SLA-backed uptime and automatic failover. Every store, till, card machine and warehouse stays connected to the same voice and data services, and a single fault can reroute automatically so trading continues.
What happens to our order line if the internet goes down?
Because calls run over the cloud, they are not tied to one building. If a connection fails, calls automatically reroute to another store, a backup line or agent mobiles, so your order line and customer service stay reachable. We back this with SLA-supported connectivity and resilient failover designed for peak trading.
Can agents work from home as well as in store?
Yes. The contact centre is fully cloud based, so agents log in from home, a store or head office using a softphone on a laptop or the mobile app. They get the same queues, routing, call recording and reporting wherever they work, which makes it easy to add remote or seasonal staff at peak.
How quickly can you set up a retail contact centre and how is it priced?
Cloud contact centre and voice can typically be deployed in days rather than months, with number porting handled to avoid downtime. Pricing is a straightforward per user model with no upfront hardware cost, and we provide a tailored quote after understanding your channels, sites and expected volumes.
Other industries we serve
Serve every customer, on every channel, at peak
Speak to a Lancashire-based specialist about an omnichannel contact centre, PCI DSS ready phone payments and resilient connectivity for your stores and online business.