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3 Ways UCaaS is Benefitting Retail CommunicationToday

October 23, 2020 by Nick Proch

Retail communication systems

It’s no secret that the digital transformation that has occurred since the onset of COVID-19 has been significant. Across all industries, companies have had to make massive shifts in their operating processes so that they can sustain their business throughout this momentous time in the world. One industry that has undoubtedly been impacted by this is the retail industry. While brick and mortar locations are beginning to reopen, the majority of the shopping experience is now done online by consumers. The move to e-commerce is prompting many retailers to look for retail communications solutions that could unify their workflows and move them to the cloud, creating a streamlined experience for everyone across the organization.


As their daily operations continue to evolve, below are three main benefits of unified communications for retailers to optimize their business: 

1. Improved cost control and predictability

As many retail companies have experienced, not being in a brick and mortar location means that the retail communications systems used (i.e. traditional on-premises telephony, internal messaging, etc) in the past are large expenses that may be under-utilized or impossible to access if stores are closed. A unified communications as a service (UCaaS) solution allows retailers to consolidate and control costs as all of their communications expenses roll into one cloud provider. There is no longer a need to pay multiple invoices to various providers while not even using on-premises equipment or a need to maintain dozens or hundreds of physical handsets or desk phones. Retailers can also anticipate predictable monthly costs from UCaaS providers unlike with traditional telephony providers.


2. Seamless workflows and call routing

Since some retailers are operating in select locations—or solely online—they need to make sure that their retail store communications devices are secure, reliable, and able to forward to the correct employee or store location if no one is in the store itself. With Fuze, retailers don’t need to worry that their call routing is set up correctly; it's simply done with the click of a button and the store communication system can forward to the appropriate party. This allows retailers to have unified communications, operate on-the-go, and continue to maximize their productivity.

3. Flexibility to work from any location

Now more than ever, retailers need to be more flexible and mobile in their approach to serving their customers. Calls to their stores can easily be forwarded to the mobile devices of their frontline employees or contact center agents so they can take orders over the phone. In turn, employees can also follow up with their customers with SMS or text messaging to confirm orders or address questions. Internal teams can also send messages to one another easily on Fuze’s unified communications platform to stay in contact. When all-hands staff meetings need to occur and can’t be held in person, retail store communication systems can be leveraged to bring teams together. Overall, retail employees are still able to conduct their day-to-day business, even if it isn’t happening in their brick and mortar locations.


As many industries adapt to the new normal that COVID-19 has brought about, the retail industry is regaining its strength and pivoting to a more flexible business model. Thankfully, with Fuze, they can leverage unified communication as a service in retail to ensure that they can do business from anywhere in the world.

Nick Proch
Nick Proch

Nick is the Director of Sales Engineering for North America at Fuze. 

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