[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.