Deliver Multimedia Retail Content Communicate in Real Time with Customers and Employees
Retailers can deliver multimedia content to the store floor in ways that surpass the capabilities of more-expensive kiosks. As part of LiteScape OnCast technology, which integrates business applications with telephony solutions, Cisco Unified Communications Media Display gives you:
- Two-way communications with customers and sales associates
- Dynamic content management
- Interactive control over communications
Deliver Clear and Consistent Messaging
The communication challenge for retailers is clear. You need to send consistent and clear messaging to customers and employees in hundreds or thousands of store locations to communicate: price promotions, product information, corporate branding, store operational targets, and leadership updates.
You might rely now on signage or postings that relay communications you send to store management by postal mail, e-mail, or voicemail. Because managers are typically on the store floor without computer or voicemail access, these communications cannot happen in real time. They do not facilitate valuable two-way collaboration among customers, employees, store management, and corporate. Communication delays reduce quality of service and increase the time customer service agents take to respond to customer requests. These factors contribute to an unsatisfactory customer experience. Customers who do not receive personal attention might leave a store without making purchases.
Customize Content in Real Time
Using Cisco Unified Communications and LiteScape OnCast, you can broadcast advertising, branding, and other content to affordable color IP phones throughout each store. You can customize content for different audiences and change it in real time. The content can include text, text-to-speech, images, prerecorded audio, live audio, configurable soft keys, and surveys. IP phones give users push-button control for:
- Calling a help desk
- Listening to prerecorded messages
- Displaying product information of interest
- Answering survey questions
Improve Service with Interactive Devices
By replacing a single kiosk with multiple always-on, interactive, communication-enabled display devices, you benefit your customers and your employees. Customers can make better-informed purchases and enjoy faster service. Store employees gain a much-needed connection to company headquarters; the executive team can affordably deliver personalized audio and visual content to individual departments or the entire company. Urgent product or emergency-procedure information can instantly reach store employees when recalls and other public-safety issues arise.
Benefits to the store employee include:
- Consistent receipt of corporate policy and promotional messaging
- Increased message penetration into the associate ranks
- Better associate recall of messages through multimedia content
- Receipt of vendor-driven promotional and training content
- Faster response to security and safety threats
Benefits to the customer include: instant connection to customer service, richer information exchange through visual, audio, and interactive content, and improved overall satisfaction.
Your benefits include: flexible placement and mobility of affordable end-user devices throughout stores; ability to distribute customized, time-critical content rapidly to customers, employees, managers; ability to serve multiple purposes with the same solution; collection of customer and employee feedback through survey tool.
Build on a Service-Oriented Framework
The framework for the Unified Communications Media Display solution is based on the Cisco Service Oriented Network Architecture (SONA) and consists of three key components:
- The application layer, which governs business applications, collaboration applications, LiteScape, IP phones, messaging, and voice conferencing
- The integrated network services layer, which governs unified communications services (presence, policy, voice), security services, identity services, and network virtualization
- The network systems layer, encompassing designs for small (between 2000 and 6000 square feet, with fewer than 25 devices requiring network connectivity), medium (between 6,000 and 18,000 square feet, with 25 to100 network devices), and large (between 15,000 and 150,000 square feet, with more than 100 network devices) retail stores
Cisco Unified Communications Media Display gives you a variety of key capabilities, including the delivery of multimedia content, corporate messaging, and two-way communications. By combining it and the highly flexible SONA network, you can improve communications with employees, stores, and customers.
