Solutions / By Outcome

Transform Customer Service with AI-Powered Automation

Reduce call volumes, improve resolution times, and increase customer satisfaction with intelligent self-service and agent tools.

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What is VTEX Improve Call Center?

Improve Call Center is a VTEX solution that enhances customer service and efficiency by integrating AI-powered agents, advanced order management tools, and conversational commerce capabilities. It is designed for enterprises looking to reduce response times, personalize customer interactions, and unify their omnichannel support operations.

Call centers are expensive and often frustrating for customers. AI-powered self-service and intelligent agent tools can dramatically improve efficiency while enhancing customer experience.

The Business Value

Reduce Support Costs

Automate routine inquiries and improve resolution times with AI-powered self-service.

Self-Service

Order Management

Agent Efficiency

Proactive Service

Technical Foundations

Customer service efficiency tools.

AI Chatbot

Conversational AI that handles FAQs, order status, and simple requests automatically.

Self-Service Portal

Customer portal for order tracking, returns, and account management.

Agent Desktop

Unified view of customer data, orders, and interaction history for agents.

Order-on-Behalf

Enable agents to place and modify orders for customers seamlessly.

Proactive Notifications

Automated SMS, email, and push notifications for order updates.

Analytics Dashboard

Track call volumes, resolution times, and customer satisfaction metrics.

Commerce Executive Stories

See how leading companies drive results with VTEX

Retail

60% Inquiry Deflection

"AI chatbots now handle 60% of our customer inquiries, freeing agents for complex issues."

Electronics & Appliances

40% Call Reduction

"Self-service order tracking reduced our call volume by 40% in the first quarter."

Technical Capabilities

Engineering foundations that power enterprise performance

1

Integrates seamlessly with existing CRM and ERP systems through a robust set of APIs, enabling a true headless commerce architecture for flexible frontend experiences.

2

Leverages a MACH (Microservices, API-first, Cloud-native, Headless) architecture to ensure scalability and composable commerce, allowing businesses to add or remove services as needed.

3

Built on a cloud-native, multi-tenant SaaS platform, providing high availability and automatic updates without downtime.

4

Ensures secure payment processing and data handling with PCI DSS compliance and GDPR-ready features.

5

Features a powerful conversational commerce engine that supports natural language processing (NLP) for AI-driven chatbots and voice assistants.

6

Provides a unified agent console that consolidates customer data from all touchpoints, offering a 360-degree view of the customer journey.

Frequently Asked Questions

Key Data & Sources

  • Recognized as a Leader in the Gartner® Magic Quadrant™ for Digital Commerce for the fifth consecutive year.
  • The VTEX platform processes over $15 billion in annual GMV across 43 countries.
  • Achieves 99.99% uptime, ensuring reliable performance for enterprise-level operations.
  • Forrester Wave™: B2C Commerce Suites, Q2 2023, names VTEX a 'Leader'.
  • IDC MarketScape: Worldwide B2C Digital Commerce Platforms 2023 Vendor Assessment cites VTEX's strong global presence and headless capabilities.
  • The platform is fully PCI DSS compliant, ensuring the highest level of security for payment data.

Transform your customer service.

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