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Industry Background

Retail

Unified Communications for the Retail Industry

VIA’s unified communications for retail package offers you a complete solution, whether you have an individual shop or a nationwide retail chain.

Unified communications is an essential upgrade for retailers operating in today’s omnichannel world. Streamlined communications are more important than ever in keeping retail businesses operating smoothly and customers happy.


Unified communications in an omnichannel world

Omni, or multi-channel, is all about retailers being able to meet the needs of their customers across devices. Whether a customer is choosing to shop in store, on a desktop computer or via their smartphone, the information they receive should be consistent.

With this in mind, many retailers are still failing to meet even the most basic requirements of omnichannel; namely, consistency. With legacy technology and convoluted feedback systems, retailers are struggling to create the seamless experience today’s shopper expects.

Unified communications is the aggregation of multiple communication methods - including telephony, instant messaging (IM), email and video - into one platform. This means that information can be gathered more quickly and communicated more efficiently than ever before.

How does this benefit retailers? It makes their proposition more appealing to potential customers, who are able to access the information they need - whether it’s stock availability, sizes or even opening times - when they need it.


Contact Centres for Retailers

VIA’s flagship unified communications product, VIA UC, integrates perfectly with its Contact Centre product. This means employees share all the benefits that Skype for Business has to offer as well as advanced Call Centre functionality such as advanced call queuing and wall boards.


Unified communications; benefits for customers

Front line staff (i.e. those in stores) are the face of your retail business. It’s those staff members who interact with customers on a daily basis - and yet it’s those staff who often struggle most to communicate effectively, due to outdated comms tools.

Let’s say a customer has an enquiry about stock and it transpires that the stock they want is only available in another location. It’s not unusual for that person to then have to call the other store to ask them to check their stock, meaning the customer is left waiting while this arduous process takes place.

With unified communications, this wouldn’t be a problem. Using cloud-based communications technologies, all brought together on one platform, means that staff member can immediately reach the right person and gain the information they need without having to go through call queues. Your staff are better connected and therefore better able to serve their customers.


Unified communications; benefits for employees

It’s not just the practicalities of stock availability and the like that make UC an invaluable tool for retailers.

By bringing together your communications into one platform, you are better equipped to communicate with your employees, ensuring they stay up to date on the latest corporate updates, mission statement and goals.

Teamwork is facilitated by unified communications. Your staff feel better connected to each other and to the core of the business.


Profitability through unified communications

Another key benefit of UC for retailers is increased profitability.

The majority of retailers operate a high volume, low margin model, where any operational cost saving is welcomed. By bringing together all communications into one unified communications platform, retailers can save money and therefore increase profitability.

Via UC is a cloud-based unified communications product for retailers. This means that there’s no hefty equipment to install or servers to maintain on site. Instead, everything is managed within the cloud - which also means your P&L recognises it as a service, rather than a hardware investment (which devalues over time).


Integrated UC for retail

As a retailer, it’s likely you’re already investing in a wide range of tools to help you better understand your customers and respond to their needs.

The great thing about VIA UC is that our systems integrate seamlessly with yours. There’s no need to change your email provider, for example; with VIA UC, you’ll receive an integrated system that enhances your current processes through Office 365..

Find out more about our unified communications solution, or book a demo to see how it can help your retail business.


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