Retail and Ecommerce

Delivering Superlative Customer Experience for Retail and Ecommerce Brands

First Contact Resolution
Sales Conversion for Contact Center
Increase in C-SAT

Omni-channel Customer Engagement through Smart Agents, Smart Automation and Smart Analytics

One of the fastest-growing industries in the last decade, the Retail and Ecommerce industry has seen a seismic shift in operations over the years. To be at the top of the game in this dynamic and ever-changing landscape, companies need an agile customer experience partner that leverages digital innovation to drive sales and offer superior customer service. 

IGT Solutions offers BPO, IT and Digital services and solutions focused on elevating customer service in the Retail and Ecommerce industry. By following its proprietary Customer Experience (CeX) 3.A framework, IGT strikes the perfect balance of Smart Agents, Smart Automation, and Smart Analytics in the contact center environment.

It also provides domain-specific innovative IT and Digital solutions by leveraging a mix of design thinking, rapid development, and agile delivery methodologies. With the primary goal of value realization and driving positive end-customer experiences, IGT helps drive synergies between the customer, enterprise business teams, and technology teams.

Service offerings for Retail and Ecommerce

IGT offers a full range of services to manage the end-to-end customer journey for your company. Its BPO services for Retail and Ecommerce industry are cost-effective, flexible and scalable covering the entire sales cycle from pre-order to post sales support. Creating a digital environment to drive fast and most accurate support to the brands, it deploys chatbots for self-service, implements Robotic Process Automation (RPA) to improve process efficiencies, and applies retail data analytics to augment customer engagement.

Digital Transformation And Automation


  • Sales & Customer Service
  • Order Management
  • Fulfilment & Delivery
  • Logistics Management
  • Claims & Refunds
  • Content Management
  • Back-office Support
  • Technical Helpdesk
  • Finance & Administration
Digital Transformation And Automation


  • Social Media Management
  • Conversational Automation (Chatbots/Voicebots)
  • Industry-focused Automation
  • Data and Analytics
  • Intelligent Video Analytics
  • Omni-channel CRM
Digital Transformation And Automation


  • Digital Commerce
  • Application Development
    & Maintenance (ADM)
  • Intelligent Testing
  • DevOps
  • IT Consulting
  • Product Re-engineering
  • System Integration
  • Legacy Systems
  • Core Applications

Comprehensive Offerings

BPM services

BPM Services

Providing differentiated omnichannel customer experience to meet growing demand of todays' consumers

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Digital Solutions

Digital Engineering

Leveraging mobile, social media with new age technologies to enhance digital customer’s experience

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Delivering robotic process automation, chatbots and voicebots to bring in process excellency and cost efficiency

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Employing AI & ML in analyzing, interpreting and forecasting data to personalize each customer’s journey

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Delivering Results

  • 12% increase in revenue per call

  • 20% increase in CSAT scores

  • 20% increase in FTE efficiencies through RPA

  • 30% effort reduction in customer queries through AI/ML and NLP powered Chatbot

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