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[PRODUCT NAME] VERTICAL USE CASE

RETAIL

 

CHALLENGES

  • Competition from online and high street stores lead to intense pressure to reduce and manage costs.

  • Retailers must provide a consistently high experience across all channels – multiple stores, online and call centres.

  • Employees struggle answering calls while simultaneously assisting in-store customers.

  • Difficulty separating out calls about store hours and products. Old PBX systems make it hard to screen out calls from competitors collecting current pricing information.

  • A need for real-time communications across multiple sites.

  • Disparate PBX estates cost more to maintain and result in an inconsistent image.

 

 

SOLUTION

  • [PRODUCT NAME]’s Auto Attendant routes incoming calls to the correct staff or to information about operating hours, reducing caller wait times.

  • Calls can be routed to staff based on their expertise so they can help customers in store.

  • For multi-store retailers, [PRODUCT NAME] enables calls to be answered within a few rings by staff anywhere, on any device.

  • Call Detail Records let retailers review after-hours calls.

  • The Push-to-Talk feature enables staff to communicate instantly between extensions.

  • Using Wi-Fi, the UC Office App lets staff use their own device and benefit from free internal calls, plus at-a-glance presence availability status of colleagues.

  • In-store Wi-Fi can also be used by customers to research their desired products.

  • On-site cordless solutions can help in communications.

 

 

BENEFITS

Improved customer service

  • A phone system  that reflects commitment to providing the best customer experience.

  • HD voice is crystal clear so cuts out mistakes based on lack of hearing the customer and calls are answered within a couple of rings.

 

Increased productivity

  • Group Call Handling and Unified Communications Apps on mobile devices, tablets and desktops help speed the flow of communications across a retail organisation.

  • Extending Cloud UC services to other organisations in a retailer’s supply chain speeds the communications flow across the entire value chain.

 

Consistent service experience

  • [PRODUCT NAME] enables a consistent image and service experience across all stores, e.g. retailers can provide the same on hold message to customers.

 

 

Rapid deployment means business as usual

  • Setting up the service and plugging the desk phones into a data network is quick and easy, ensuing the retailer can get on with serving customers.

 

Reduce costs

  • Consolidating the “voice estate” to a single provider has proven cost advantages.

  • Free calls between all staff and companies lowers the monthly telephone bill.