零售行業的通信、協作和聯絡中心解決方案：增長機會

UCC 與富媒體協作、全渠道聯絡中心和垂直特定解決方案的集成有望幫助提供高效的客戶服務。

零售業涵蓋多種業態，包括汽車零售、消費和專業消費電子零售、時尚、健身、個人護理、便利店、大賣場和雜貨店。因此，該行業擁有從後台到前線的各種工人角色，包括特定行業的角色和一般任務。

本報告調查了全球零售行業的通信、協作和聯絡中心解決方案市場，並提供了市場概況等信息。

目錄

IT/通信決策者調查：調查目標和調查方法

• 調查目的
• 調查方法
• 樣本分佈-國家

IT/通信決策者調查：受訪者和組織概況

• 受訪者概況-決策機構
• 受訪者個人資料 - IT 預算熟悉度
• 受訪者資料 - 參與 IT/通信採購
• 組織概況-組織規模
• 組織利潤

市場概況

• 為什麼要零售？為什麼現在？
• 零售業-定義、收入、ICT 支出
• 零售業概況-勞動力特徵
• 零售業動盪
• 零售業主要趨勢概覽
• 特色零售業
• 零售行業的一線工人

零售業的數字化轉型

• IT/通信決策者的觀點：數字化轉型戰略
• COVID-19 對數字化轉型戰略和投資的影響（2021-2022 年）
• 零售公司的業務目標（2022 年）
• COVID-19 對數字化轉型目標的影響（2022 年）
• 員工敬業度計劃 (2022)
• 實現數字化轉型目標的障礙
• 衡量數字化轉型的成功與否

UCC 和聯絡中心在零售行業的採用

• IT/通信決策者的觀點：UCC 和聯絡中心招聘
• 使用 UCC 和聯絡中心解決方案
• 使用 UCC 和聯絡中心工具
• 企業電話/商務呼叫控制環境
• 在您的組織中使用主要類型的電話解決方案
• 選擇企業電話/統一通信平台時基礎設施功能的重要性
• Cloud PBX 解決方案/提供商選擇標準
• 從同一提供商處購買正切函數的重要性
• 在會議室中使用 UCC 技術
• 移動功能的重要性
• 在移動/蜂窩設備上使用商務通信服務
• 使用 5G 移動設備
• 阻礙 UCC 技術投資的因素
• 使用的交互渠道類型
• 用於提高聯絡中心績效和員工敬業度的技術

在零售行業採用前線 UCC

• IT/通信決策者的觀點：一線員工
• 零售組織的一線工作人員
• 了解組織加強一線員工的能力
• 技術投資對一線工人的重要性（2024 年）
• 一線工作人員目前使用的技術
• 一線工作人員使用的 UCC 工具
• 能力對一線員工的重要性
• 移動應用配置：按工作人員類型
• 為一線員工投資 UCC 解決方案的提供商選擇標準
• 阻礙一線員工賦權的因素

零售行業在家工作和遠程工作

• IT/通信決策者的觀點：遠程辦公和遠程工作
• 從事辦公桌工作且未被歸類為一線員工的員工百分比
• 在家辦公
• COVID-19 對遠程工作者技術的影響
• 遠程工作支持中的 IT 問題

未來零售行業的投資計劃

• IT/通信決策者的觀點：未來投資計劃
• 使用 UCC 和聯絡中心解決方案 (2023)
• 明年的客戶體驗優先事項
• 推動 UCC 解決方案投資的因素（至 2023 年）

零售行業趨勢

• 為行業和一線員工提供價值的最佳做法
• 垂直解決方案示例

結論

• 結論
• 技術提供商的增長機會
• 展品清單
• 免責聲明

Rich-media Collaboration, Omnichannel Contact Center, UCC Integration with Vertical-specific Solutions Help To Serve Customers Efficiently

Retail sales are an important economic indicator because consumer spending reflects the strength of an economy and its fundamentals. Retailers are expected to invest in transformative technologies to prepare for unexpected events, new emergencies and build resilience. Currently, among the primary focal areas for retailers is to build e-commerce capabilities and support the diverse workforce with unified communications and collaboration (UCC) and contact center technologies.

This study leverages the input of IT decision makers from a global survey conducted by Frost and Sullivan in November through December 2021, which was analyzed in 2022. IT decision maker participants spanned across global regions, and business sizes. The survey focused on the current state of adoption among various unified communications, collaboration and contact center tools, key investment drivers and future investment plans, perceived benefits of those tools, top challenges that retail organizations face, the current and future state of hybrid work, as well as future office and real estate plans.

The retail sector encompasses a rage of business types, from automotive retail; consumer and professional electronics retail; fashion, fitness and personal care; convenience, hyper markets, grocery stores and more. As such, the industry is comprised of a diverse mix of worker roles across back office and frontline staff, including industry-specific and general business roles.

Table of Contents

IT/Telecom Decision-maker Survey: Research Objectives and Methodology

• Research Objectives
• Research Methodology
• Sample Distribution-Country

IT/Telecom Decision-maker Survey: Respondent and Organization Profile

• Respondent Profile-Decision-Making Authority
• Respondent Profile-Familiarity with IT Budget
• Respondent Profile-IT/Telecom-Related Purchase Involvement
• Organization Profile-Size of Organization
• Organization Revenue

Market Overview

• Why Retail? Why Now?
• Retail Industry-Definition, Revenue and ICT Spend
• Retail Industry Overview-Workforce Characteristics
• Retail Industry Overview-Workforce Characteristics (continued)
• Disruption in the Retail Industry
• Overview of Key Trends in Retail industry
• Overview of Key Trends in Retail industry (continued)
• Retail Industry in the Spotlight
• Frontline Workers in the Retail Industry
• Frontline Workers in the Retail Industry (continued)

Digital Transformation in the Retail Industry

• IT/Telecom Decision Maker Perspectives: Digital Transformation Strategies
• Impact of Covid-19 on Digital Transformation Strategy and Investments in 2021-2022
• Business Goals for Retail Organizations in 2022
• COVID-19 Impact on Digital Transformation Objectives in 2022
• Employee Engagement Initiatives in 2022
• Hurdles in Achieving Digital Transformation Objectives
• Digital Transformation Success measurement

UCC and Contact Center Adoption in the Retail Industry

• IT/Telecom Decision-maker Perspectives: UCC and Contact Center Adoption
• Usage of UCC and Contact Center Solutions
• Usage of UCC and Contact Center Tools
• Enterprise Telephony/Business Call Control Environment
• Usage of Primary Type of Telephony solution in the Organization
• Importance of Infrastructure Capabilities when Choosing Enterprise Telephony/Unified Communications Platform
• Selection Criteria for Cloud PBX Solution/Providers
• Importance of Purchasing Tangential Capabilities from the Same Provider
• Usage of UCC Technologies in Meeting Rooms
• Importance of Mobility Features
• Usage of Business Communications Services on Mobile/Cellular Devices
• Usage of 5G Mobile Devices
• Factors Prohibiting Investments in UCC Technologies
• Type of Interaction Channels Employed
• Technologies Used to Improve Contact Center Performance and Workforce Engagement

Frontliner UCC Adoption in the Retail Industry

• IT/Telecom Decision Maker Perspectives: Frontline Workers
• Frontline Workers in Retail Organizations
• Perception of Organization's Capabilities to Empower Frontline Workers
• Importance of Technology Investment for Frontline Workers by 2024
• Technologies Used by Frontline Workers Today
• UCC Tools Used by Frontline Workers
• Importance of Capabilities for Frontline Workers
• Provisioning of Mobile Apps by Worker Type
• Provider Selection Criteria for Investing in UCC Solutions for Frontline Workers
• Factors Preventing Frontline Workers Empowerment

Work from Home and Remote Work in the Retail Industry

• IT/Telecom Decision Maker Perspectives: Work from Home and Remote Work
• Percentage of Employees Working at a Desk and Not Classified as Frontliners
• Workforce Working From Home
• Covid-19 Impact on Technologies for Remote Workers
• IT Challenges in Supporting Remote Work

Future Investment Plans in the Retail Vertical

• IT/Telecom Decision Maker Perspectives: Future Investment Plans
• Usage of UCC and Contact Center Solutions in 2023
• CX Priorities Over the Next Year
• Factors Driving Investments in UCC Solutions by 2023

Retail Vertical Industry Trends

• Best Practices in Delivering Value to Verticals and Frontline Workers
• Examples of Vertical Solutions

Conclusion

• Conclusion
• Growth Opportunities for Technology Providers
• List of Exhibits
• List of Exhibits (continued)
• List of Exhibits (continued)
• Legal Disclaimer