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VERTICAL SOLUTIONS
RETAIL CUSTOMER EXPERIENCE AND BUSINESS MOBILE SOLUTIONS
Opus Technology provides customer experience and business mobile solutions for UK retailers, connecting customer service across channels, supporting agents and keeping teams in touch.
SERVICE MARK WITH DISTINCTION
NPS 85
5/5 ON FEEFO
MICROSOFT PARTNER
B CORP CERTIFIED
Supporting Retail Businesses Across CX and Mobile
Opus Technology helps UK retailers deliver more connected customer experiences and keep their people in touch. Based in Reigate and the City of London, we combine contact centre and customer experience solutions with business mobile services shaped around the demands of retail. From handling delivery enquiries and returns to preparing for seasonal peaks and connecting teams across locations, we focus on the challenges that matter to your business. Our recommendations reflect your customer journeys, existing systems and the way your teams work.
Customer service that keeps pace with your retail business
Retail customers expect clear answers, whether they are checking a delivery, arranging a return or calling a store for advice. When channels and teams are disconnected, a straightforward enquiry can turn into repeated explanations, transfers and follow-up calls.
At the same time, your people need to manage seasonal demand, learn changing product information and stay in contact across locations. Opus helps you assess those challenges and identify where contact centre technology, agent tools and business mobile can make everyday service easier.
Trusted by leading retail businesses
We’re proud to support retail businesses with customer experience and communications solutions shaped around their needs.
Deliver better retail customer experiences at every interaction
Bring voice and digital channels together with retail cloud contact centre solutions from Opus. Give agents the tools and customer information they need to deliver consistent, informed service.
From delivery questions to returns, help customers reach the right team with less repetition. We review your customer journeys and existing systems to recommend suitable routing, integrations and reporting.
With platforms from Five9, 8×8 and Mitel, we help you choose a solution that fits your teams, service priorities and seasonal demand.
Connecting online and in-store customer journeys
Retail digital transformation brings new expectations for a consistent omnichannel retail experience. Customers checking stock availability or chasing a click and collect order need clear answers wherever they contact you.
Opus supports customer journey optimisation by reviewing how service teams access information across existing systems. For retailers developing connected stores or pursuing unified commerce, this can include assessing access to order details and inventory visibility from Point of Sale (POS) and other retail platforms, subject to integration capabilities. Give agents practical support with AI and automation
AI can support retail customer service through routine self-service, relevant knowledge prompts and interaction summaries. Opus helps you assess where these capabilities fit your customer journeys and the needs of your agents.
Simplify routine enquiries
Help customers find answers to common retail questions through convenient self-service options, with a clear route to an adviser when their enquiry requires more personalised support.
Put knowledge within reach
Give agents relevant knowledge during conversations. Agent Assist helps advisers find information quickly and answer product and service questions with greater consistency.
Reduce everyday admin
Reduce repetitive tasks with interaction summaries and automation, giving agents more time to focus on complex customer enquiries that need personal attention and judgement.
Improve service quality
Review customer interactions for accuracy, satisfaction and resolution, helping you identify coaching opportunities and deliver a more consistent service across your retail customer channels.
Prepare your retail contact centre for seasonal peaks
Promotions and busy trading periods can drive higher volumes of delivery questions, product enquiries and returns. Opus helps retailers prepare for changing demand by reviewing contact patterns, routing, self-service and workforce requirements.
Cloud contact centre solutions offer flexible capacity, while reporting and conversational analytics help identify recurring enquiries, customer friction and opportunities to improve service efficiency, satisfaction and cost-to-serve.
Solutions focused on your retail priorities
Your investment should address the challenges your teams and customers experience. We help you assess the capabilities that fit your service priorities and mobile requirements.
More consistent customer service
Bring channels and routing together so customers have a clearer path to support.
Better support for agents
Give advisers relevant knowledge and practical assistance during customer interactions.
More informed service decisions
Use reporting and interaction insights to investigate repeat contact and customer friction.
Greater flexibility during busy periods
Plan platform capacity, self-service and workforce requirements around changes in demand.
Clearer mobile cost visibility
Review contracts, usage requirements and ongoing expenditure across your mobile estate.
Simpler coordination across teams
Bring retail CX and mobile priorities into a more joined-up and productive supplier conversation.
Keep your retail teams connected with business mobile
Opus helps retailers keep teams connected across stores, regional operations and head office with business mobile solutions tailored to their needs. From reliable coverage and data allowances to managing contracts and costs, we help you select the right services for different roles and responsibilities.
Whether supporting store managers or employees working across multiple locations, our solutions simplify mobile management, improve communication and help your teams stay connected as your business evolves.
Why retail businesses choose Opus
We begin with your requirements and recommend solutions around the way your business operates. That means understanding your customer journeys, the needs of your service team and how employees use mobile communications across locations.
Collaboration with your teams:
We involve customer service, operations and relevant technical colleagues when reviewing requirements and planning implementation.
Established service credentials:
Opus is B Corp certified and holds ServiceMark accreditation. Have a look at our published partner and accreditation pages.
Read our live client feedback
Retail CX and business mobile FAQs
Opus provides customer experience and business mobile solutions for UK retailers. Our retail offer includes cloud contact centre technology, omnichannel customer service, AI and agent tools, reporting and business mobile services. We recommend the scope around your customer journeys, team requirements and existing systems.
Cloud contact centres can bring voice and digital enquiries into a more connected service environment. Intelligent routing, agent tools and suitable integrations help teams handle delivery questions, product enquiries and returns with useful context. Opus works with Five9, 8×8 and Mitel, with features agreed around the chosen solution.
Call queues, overflow routing and callback options can help retailers reduce missed sales calls during busy trading periods. Opus reviews how store enquiries reach your teams and recommends suitable contact centre routing for product questions, stock enquiries and sales opportunities.
Yes. We review how enquiries reach stores and central service teams, where transfers occur and how routing could support a clearer customer journey. Suitable routing, messaging and platform capabilities depend on your current arrangements and the solution selected.
AI can support routine self-service, suggest relevant knowledge and assist with interaction summaries. These capabilities can reduce repetitive work, but their value depends on the enquiry, available information and implementation. Review accuracy and customer outcomes, and keep a clear route to a person for enquiries that need further help.
Review demand patterns, common enquiries, staffing and routing before peak periods. Cloud contact centre capacity, self-service and workforce management can help, subject to platform capabilities and licensing. Monitor repeat contact and customer satisfaction as demand changes.
Integration requirements form part of the solution review. Opus considers your CRM, agent workflows and other relevant systems alongside your customer journeys. Available integrations depend on the selected platform, access to the systems involved and the scope agreed.
Opus helps retailers assess mobile requirements across store management, regional teams and head office. We review existing contracts, coverage needs and usage requirements to recommend suitable business mobile services. Administration and support arrangements are agreed around the service selected.
Cloud contact centre solutions and business mobile can connect stores, regional teams and head office. Opus helps multi-store retailers assess call routing, opening hours and mobile coverage to recommend services suited to each location and role.
Retailers can improve customer experience by making delivery enquiries, returns and refunds easier to resolve across voice and digital channels. Opus helps connect customer service channels, support agents with relevant information and identify recurring issues through reporting and analytics.
Find out more about how Opus can add value to your business
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
2nd Floor
63 Saint Mary Axe
London
EC3A 8AA
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL