UC Retail Solutions
The retail industry is challenged by complexity and unpredictability, driven by increased consumer choice and global supply chains. Retailers can convert this challenge into an opportunity through smart use of technology. Retail companies can achieve a competitive advantage by improving customer satisfaction, increasing profitability and improving employee motivation.
Retailers can realize several advantages by providing customers with the right product at the right time and price. As the table below demonstrates, Infosys’ UC solutions address processes across the retail supply chain.
Infosys combines rich experience in unified communications with deep knowledge of the retail industry to develop solutions for the retail industry:
- Converged Services Platform (Middleware with adapters to integrate with multi-vendor UC infrastructure)
- Mobile Applications Framework covering UI, Multimedia and UC
- Retail IP Telephony Applications Suite
- UC Accelerators for swift UC-enablement
Infosys facilitates prompt UC-enablement of processes and minimizes additional investment by leveraging existing infrastructure.
- UC-enabled Kiosks, IP Phone As Kiosks
Kiosks are an integral part of retail stores providing instant product and other information. However, the kiosks’ size, weight and cost hamper their usage across the retail store.
IP Phones can be placed at various aisles in a store. They can serve not only as phones but also as kiosks delivering product information, promotions, etc. IP Phones can be used as intelligent communication devices providing one-click context-sensitive assistance to customers.
- Customer Service Notifications, Response and Escalations
IP phones can be placed at strategic locations across the store for efficient and timely customer service. Customers can initiate voice or video conference with the single touch of a button and reach out for help.
UC enables business intelligence by making the customer-store employee communication more relevant and effective.
- Store Handhelds and PDAs
Sophisticated consumers use PDAs and mobile devices as their main tool for communicating, shopping, banking, for Internet access, e-mailing, etc.
The retail shopping experience can be enhanced by providing UC-enabled applications on devices. Personalized information such as welcome greetings, promotions, coupons, shopping, wish list creation and maintenance can be downloaded on devices as soon as the customer enters the store.
In addition, one touch voice or video conferences can be initiated for assistance, check-outs, rain-checks, delivery, etc. with unified communications embedded in applications.
- Workforce and Task Management
The IP phone can be used as the front-end for workforce management. Accordingly, employees can clock-in and clock-out of work, view and log task information, report issues and escalate matters. IP Phones can be directly integrated with workforce management applications.
- Training
The IP phone can be used to train employees and keep them up-to-date with the latest products on the shelves. Instant access to training materials or product information via voice or video empowers the associates to assist the customer more cost-effectively.
- Auto-generated Alerts
Store inventory levels are tracked by back-end systems. Critical alerts based on specific rules can be generated by these systems and sent to relevant associates to take action by integrating these systems with UC service layers.
- Checkout Accelerators
The IP phone can be used to send notifications to supervisors for cash and change requirements at checkout counters, price check at checkout counters, supervisory overrides, etc.
Downloadthe Infosys UC Retail Solutions brief