Eckoh and Ideal Shopping’s customer engagement partnership is recognised for the Multi-Channel Solution of the Year at the 2019 Retail Systems Awards
Eckoh (AIM: ECK), the global provider of secure payment products and customer contact solutions, and their long-standing client Ideal Shopping Direct (‘Ideal’), jointly submitted the implementation of their contact centre customer engagement solution for this year’s Retail Systems Awards and have been shortlisted for the Multi-Channel Solution of the Year Award.
The Award recognises the implementation of a solution that is making a real difference to a retailers’ Multi-Channel operations. The judges further recognised the seamless and cross-channel delivery of customer experience that Eckoh’s solution delivers and demonstrates the success of this long-term partnership from small beginnings through to delivering a true Omnichannel customer engagement.
Ideal and Eckoh’s submission focused on the journey from Multi-Channel to Omnichannel customer engagement, showing the growth of a successful partnership that started with an IVR service and is now embracing secure payments, complex call management, upselling and web chat. Ideal benefited from an increase of £1.8million in sales in 2018 directly as a result of implementing Eckoh’s technology.
This is the 14th Retail Systems Awards, organised by Perspective Publishing, that recognises technology excellence and innovation within the retail sector. The winners will be announced at the gala dinner on 27th June 2019 at the Waldorf Hilton, London.
David Peck, Head of Customer Service, Ideal Shopping commented, “Successful Multi-Channel ccustomer service is a vital part of our strategy and Eckoh have had a crucial role in helping us to fulfil this, with both their payment and engagement solutions.
We are delighted to have been shortlisted with Eckoh for this Award, it has truly made a difference to our business and we’re thrilled to be working with them to extend our Omnichannel approach across all customer engagement channels,” continues Peck.
Lisa Parrott, Head of Client Services at Eckoh, commented: “We are extremely pleased to have been recognised along with Ideal Shopping for this Award. It is testimony to our commitment to provide customers with innovative technology that complements traditional engagement channels and really delivers tangible results.
We have been working with Ideal for well over a decade and it’s very satisfying to show that the partnership continues to innovate, and we’re both looking forward to learning the outcome of the Award.”