Outletcity
Multilingual Knowledge Management for Premium Retail Service
Outletcity, formerly known as Holy AG, is one of Europe’s leading premium outlet destinations, offering top-tier brands both online and at its flagship location in Metzingen, Germany.
Polly.Help provides a multilingual knowledge platform that supports both our agents and our customers. It’s fully integrated with our contact center, making sure every answer is fast, consistent, and aligned with our premium service standards.
Martin SchreiberContact Center Solution Consultant, Outletcity
Where it started
What was in the way.
With a diverse customer base and an international contact center operation, the organization needed a scalable and multilingual knowledge solution to streamline service across languages, brands, and support channels.
Delivering fast and accurate answers across multiple languages and brands
Empowering contact center agents to support customers consistently and efficiently
Minimizing escalations and support overhead by enhancing first-contact resolution
Maintaining centralized control while tailoring content by channel and language
What was built
One foundation, four decisions.
What it delivered
What changed for Outletcity.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
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Your stack, connected
You run one contact-center platform. Not eight.
So we do not ask you to replace it. Polly sits underneath the tools you already run and feeds every one of them the same validated answer.
Contact center you run one
Agent assist and self-service inside the platform your team already works in, all day, every day.
CRM and workplace
The same answer where the customer record and the conversation already live, so nobody has to switch tabs to be right.
Open by design
Whatever is next on your roadmap connects to exactly the same source, including the tools we have not met yet.
Polly
One validated source, maintained in one place, by the people who own the answer.
Maintained once. Validated once. Delivered everywhere.