RETAIL COMMUNICATIONS

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1 RETAIL SOLUTIONS

2 RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities? Simple call routing allows questions relating to opening times, store locations and requests for job application forms to be routed to auto attendants. This ensures in store staff are free to assist purchasing customers. When implementing new solutions, retailers need to benefit from new technology and protect investment in traditional technology. Mitel s open architecture approach enables retailers to benefit from the latest technology and protect investment in traditional telephony wherever it makes sense. Mitel s architecture allows retailers freedom to move between proprietary hardware, industry standard servers and virtualised environments. This approach is ideal where a cloud based architecture is being considered. A customer is in a rush and has a question about a particular retail product. The sales associate is uncertain if any are still in stock. The customer needs a quick answer. Using wireless Mitel phones, associates can be contacted anywhere in the store or warehouse to quickly answer pricing or stock inquiries and consequently help close the sale. Head office needs to solicit, discuss and distribute weekly or daily updates from its regional managers concerning store activities and promotions. How do you keep everyone informed? Audio, web and video conferencing enables highly cost-effective and extremely flexible conferencing between remote locations removing costly outsourced conference costs. Intelligent notification and incident management tools allow product recalls, produce issues, policy changes to be automated and streamlined. As a national retailer, your customer service contact requirements vary dramatically from season to season. How do you manage? Mitel Workforce Scheduling provides you with workforce management, forecasting, and monitoring tools that allow you to effectively plan ahead and control costs. Remote contact centre agents can also be added quickly and easily to address unforeseen needs. Your Customer Service staff are mobile and need to ensure they can direct customers around the store from a location. Mobile applications running on tablet devices allow sales staff to direct shoppers around the store utilising mobile store maps, removing the need for excessive fixed signage and store directories. 2 MITEL RETAIL SOLUTIONS

3 meeting THE RETAIL NEED Mitel offers retailers business communications and collaboration software and services. Our Freedom architecture provides all retail businesses the flexibility and simplicity needed to support today s competitive and ever changing multi-channel retail environment.

4 You benefit in many ways Mitel helps reduce the cost of installing state-of-the-art communications at new and older stores, and provides the flexibility to update legacy phone systems across the chain at a pace to suit your business. 4 MITEL RETAIL SOLUTIONS

5 Powerful retail communications SOLUTIONS Enhanced communications your key to success As a retailer, you re under constant pressure. On the one hand, business costs must be kept to a minimum, on the other, the pressure to provide outstanding customer service has never been greater. Striking a balance between the two is critical for success. That s where Mitel can help. Mitel is helping retailers succeed in a challenging economic environment with a suite of powerful communication solutions that support today s dynamic retail environment. These solutions are designed to improve responsiveness to customers, provide greater efficiency across the business and dramatically reduce communication costs. Benefits include: Reduced communication and management costs. Improved information exchange through intuitive communications, conferencing and collaboration tools. Increased customer loyalty and revenue through improved marketing messaging and responsiveness. Rapid access to sales associates through easy-touse retail telephony features. Meeting customer demand 24/7 with scalable, flexible contact centres that can be set up with agents and associates at any location. Improved staff productivity via a full range of wireless and wired IP phones that provide access to information and applications from anywhere in the chain. Create a personalised shopping experience incorporating mobile store applications. MITEL RETAIL SOLUTIONS 5

6 RETAIL solutions the advantages of integrated communications Mitel solutions provide value to retailers by addressing their chain-wide communications. They reduce costs; improve responsiveness and enhances customer service and the shoppers shopping experience. Employees productivity can be enhanced whether in the store, warehouse, distribution centre, head office or when mobile and teleworking. Shopping List Centralised management Teleworker Reduce communication costs across the chain For chains that have large amounts of smaller stores located at various locations across the country or around the world deploying telephony to these stores can prove expensive and difficult to manage. Mitel teleworker solutions allow for handsets to be deployed in smaller stores at a fraction of the cost of deploying individual systems. All locations can be centrally managed therefore reducing large system management and support costs delivering a substantial Return on Investment. Improve chain-wide communications Maintaining regular communications with a diverse workforce that are located in offices, stores, contact centres or at home is of paramount importance. Marketing managers need to ensure that branding is consistent across the chain, store and section managers need to be kept up to date with the latest corporate information such as chain-wide promotions and compliance with health and safety regulations. Mitel s Freedom Architecture enables fast and flexible communications via audio and video conferencing, or simple voice and text messaging, to ensure the right information is quickly passed to associates whether they are in the store, at the office or on the road. With Advanced Unified Messaging, store managers can access and manage , voice mail and faxes by phone, and web interface or by using speech commands. Store managers can gain a unified view of all message types from their while at their desk in the back office through Standard Unified Messaging. Regional managers remain informed and productive at their home office with the same voice and video communications they have at the head office with Mitel s teleworker solution. And associates across the store network enjoy seamless connectivity and feature parity. With Mitel s video conferencing, at the touch of a phone button video calls can be initiated between the head office and stores. Staff training can be conducted from a central location with employees in multiple locations all joining via a video conference call. Increase customer loyalty and revenue Improve responsiveness As a retailer, you understand that a missed call can result in a lost customer opportunity. Depending on the nature of the retail business, it has been reported that customers who call the store in advance can spend up to five times as much when they subsequently visit the store. These customers are ready to spend and quick response times are paramount to defining their experience. Sales Associate Reach where a number of sales associates within a department are called at the same time, enabling whoever picks up the phone first to answer the call thus reducing wait times for customers. Sales Associate Login which enables sales associates to log into any phone as a department member, enabling customer calls to be automatically distributed to the right people. Additionally, you can leverage your customer s time on hold using the Mitel In-store Promotions and Music On Hold feature. This enables individual stores to change the music, or promotional message, as often as they like without incurring additional costs. Improve staff productivity and responsiveness in stores From affordable entry-level phones to products that deliver advanced applications to the desktop, Mitel offers a broad range of analog, digital, and IP phones, consoles, conference units and peripherals. Building on a legacy of success at the desktop Mitel phones combine the ergonomics, feature-richness, and voice quality users expect. These devices ensure a fast and efficient customer response. The MiVoice 5304 IP Phone has been designed to sit comfortable at the Point of Sale location, offering a high level of features at an affordable price for the retail store environment. Shopping List Audio conferencing Video conferencing Unified messaging 6 MITEL RETAIL SOLUTIONS

7 Mitel MiCollab Client gives retailers a single access point for all business communication and collaboration needs. It provides real-time access to everyone in the organisation, on or off the premises, and enhances the effectiveness of in the moment communications. WITH FEATURES SUCH AS: Rich presence and availability Deskphone and softphone integration Corporate directory access Visual voice mail Detailed call history Secure instant messaging Point-to-point video Integration with Microsoft Outlook and Office, and IBM Lotus Notes and Google SHOPPING LIST CONTACT CENTRE: Reporting and scheduling Remote agents Call recording Advanced ACD skills-based routing Office based and travelling employees are always in contact with the entire retail communications network and for employees who are mobile and find themselves travelling through the retail environment, going mobile with Mitel MiCollab Client is a simple way to connect and communicate with your business associates so you re more productive while on the move. Mitel MiCollab Mobile Client installs as a client on supported BlackBerry, Android, and iphone / ipad devices and extends key capabilities to mobile users. Search your corporate directory, check visual voice mail, and automatically update your presence status and call routing preferences based on your location or time of day. COORDINATED CUSTOMER SERVICE ACROSS MULTIPLE CHANNELS As retailers continue to expand their business via online ordering and mail-order catalogues or adopt new in-store technologies such as self serve kiosks and mobile applications M-Commerce; handling communications through these channels, while improving responsiveness to the individual customer becomes even more of a challenge. To facilitate business through these channels, Mitel provides a range of contact centre solutions that provide everything from simple responses to customers at the store level, to handling customer inquiries by phone, fax, and social media feeds via central or distributed contact centres. STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE Your contact centre is often the primary interface to your organisation for your most valuable asset your customers. Providing excellent service that will nurture these customer relationships and ensuring operational efficiency involves more than managing call-handling times and abandon rates. It requires that you: Empower your customers to be served the way they prefer and manage their expectations. Drive agent and supervisor productivity, enabling your agents to handle customer inquiries quickly and efficiently and allowing managers to improve business processes. Streamline your contact centre operations with technologies that seamlessly integrate with your existing infrastructure investments and deploy reliably across multiple sites. The payoff? Service as a business differentiator, which leads to greater customer acquisition and retention; satisfied, more effective agents; and profitable relationships that lead to increased revenue. THE POWER OF CENTRALISATION As a national retailer, you also need to ensure a consistent level of customer service. With a centralised contact centre, customer inquiries can be directed to product or department specialists to better address customer needs. DON T FORGET Reduce communication costs across the chain Improve chain-wide communications Increase customer loyalty and revenue Improve staff productivity and responsiveness in stores Coordinated customer service across multiple channels MITEL RETAIL SOLUTIONS 7

8 Designed to protect your investments Mitel Retail Solutions offer an intelligent migration path to IP adoption. To protect our retail customers present and future investment in technology, our intelligent evolution philosophy is designed to ensure that retailers can evolve, update and migrate their communications solutions over time and at their own pace without disrupting or replacing the existing infrastructure. Flexible and expandable, Mitel Retail Solutions are outstanding in their ability to integrate old and new, so you can future-proof and build your system based on your own migration path. Integrated communications that can transform your retail business Mitel s integrated approach to communications is transforming the delivery of retail services, providing the foundation for superior customer service and increasing efficiencies. In addition, with 40 years experience developing telephony solutions, Mitel has the acumen and proven abilities to tailor features to meet specific retailer requirements.. MITEL SIMPLY COMMUNICATING GLOBAL HEADQUARTERS Tel: +1(613) Fax: +1(613) U.S. Tel: +1(480) Fax: +1(480) EMEA Tel: +44(0) Fax: +44(0) CALA Tel: +1(613) Fax: +1(613) ASIA PACIFIC Tel: +61(0) Fax: +61(0) mitel.com FOR MORE INFORMATION ON OUR WORLDWIDE OFFICE LOCATIONS, VISIT OUR WEBSITE AT MITEL.COM/OFFICES THIS DOCUMENT IS PROVIDED TO YOU FOR INFORMATIONAL PURPOSES ONLY. The information furnished in this document, believed by Mitel to be accurate as of the date of its publication, is subject to change without notice. Mitel assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. M MITEL (design) is a registered trademark of Mitel Networks Corporation. All other products and services are the registered trademarks of their respective holders. Copyright 2013, Mitel Networks Corporation. All Rights Reserved. ATI 7502