Building the store of the future with ip communication solutions
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Building the Store of the future with IP Communication solutions. 24 May 2007. Main challenges in Retail. Consumer frustrations Too long check out Difficulty finding employees to assist on purchase Lack of employee knowledge about products Products out of stock Anonymous customers

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Building the store of the future with ip communication solutions

Building the Store of the futurewith IP Communication solutions

24 May 2007


Main challenges in retail

Main challenges in Retail

  • Consumer frustrations

    • Too long check out

    • Difficulty finding employees to assist on purchase

    • Lack of employee knowledge about products

    • Products out of stock

    • Anonymous customers

    • …/…


Main challenges in retail1

Main challenges in Retail

  • Management of workforces

    • High employee turn over

    • High training time and cost

    • Poor best practices

    • Limited information access

    • …/…


Main challenges in retail2

Main challenges in Retail

  • Leading to low customer loyalty

  • Forcing retailers to focus on costs to create differentiation


Main challenges in retail3

Main challenges in Retail

  • Efficiency of operation

    • High operational costs

    • Proprietary infrastructures & applications

    • Point to point application integration

    • Lack of real time awareness of out of stock situations

    • More and more on line store


Building the store of the future with ip communication solutions

Alcatel Solutions

For Retail


Our vision the next generation of retail

Our VisionThe Next Generation of Retail

Chain

HQ

On Line

Store

Warehouse

Distribution

Center

IP Contact Center

Business Applications

IP TV & Video

IP Communication & UC

Store

IP Network


Our vision of t he next generation of store unified network application infrastructure

Our Vision of the Next Generation of StoreUnified Network & Application Infrastructure

Video surveillance

Alarms

Telephony

Greeting Center

& Reception Desk

POS

machines

IP

Phones

Self

Check out

Mobile

Devices

Intelligent

Card

RFID

Readers

Electronic

Scales

Electronic

Labels

Interactive

Multimedia

Display


The next generation of retail imagine

The Next Generation of RetailImagine…

  • Customer arriving at the shop…

    • Presencedetected by RFID fidelity card

    • Pop up on trolley display

    • Access to last purchasing list

    • Display personalized promotions

    • Display the location of products

    • Possibility to call a Support Desk to get more info on product


The next generation of retail imagine1

The Next Generation of RetailImagine…

  • Employee working in the retail shop…

    • Looking at his To do list on PDA to refill the shelves

    • Support Desk receiving call from customer checks employee presence & location

    • Support Desk calls employee on PDA asking to help customer

    • Later on, starting his weekly online web conferencing training session on his PDA on new products


The next generation of retail imagine2

The Next Generation of RetailImagine…

  • Employee working in the warehouse…

    • Arriving at work. Presence registered

    • On PDA accessing to employee portal and Calling HR department

    • Truck arriving for delivery. Goods RFID-scanned.

    • Wrong reference! Alarm sent. SCM software platform Calls/Notify employee on PDA

    • Employee checks Presence of colleagues at the purchasing department and starts Instant Messaging session to get instructions


The next generation of retail imagine3

The Next Generation of RetailImagine…

  • Purchasing director at the HQ…

    • Logging into the employee portal. Presence registered

    • Starting Virtual Meeting with colleagues and suppliers

    • Sharing information, Audio Conferencing, Video Conferencing with suppliers

    • Receiving a Chat from a colleague in the warehouse. Solving the issue in real time


Alcatel lucent value propositions for retail

Alcatel-Lucent Value Propositions for Retail

More

Efficient

Workforce

Better

Shopping

Experience

Lower

Costs


Better shopping experience at the point of sales

Better Shopping ExperienceAt the Point Of Sales

  • Professional Telephony Welcome at the Store

    • Telephony Greeting center

      • Queues with « in-store promotions » announcement

      • No RNA, No CC agent skills required

  • Real time customer assistance

    • Access to contact center from self service machine

    • Localization of the nearest employee to assist

  • Access to stock info on XML phone

    • SCM application access at POS

Business Advantages

  • Better Services to Customers

  • Higher Customer Loyalty


Better on line shopping experience

Better « On-Line » Shopping Experience

  • Multimedia Contact Center solutions

    • 1st call Resolution

    • Link with CRM : Psft, Orcl, Sebl, Msft, Sap

    • Any Media

      • Universal Queue whatever the media

      • Voice, Web, Internet

      • Video Contact Center

    • Personalized customer services

      • Balance Self & Assisted Service with VxML Portals

Business Advantages

  • Faster Service to Customer

  • Higher Customer Loyalty


More efficient workforce the collaborative workplace

More Efficient WorkforceThe Collaborative workplace

  • Tailored Solutions per Profile

    • Office Worker, Team Worker and Executive

  • Communication Services into Portals, Business apps & Desktop

    • UM, Softphone, Call routing, Presence

    • Real Time services into CRM, ERP, SCM, databases

    • Multimedia training sessions of employees

    • Voice, Web & Video Conferencing

Business Advantages

  • Business process continuity

  • Smoother employee interactions

  • Better trained workforces in stores


More efficient workforce the mobile workplace

More Efficient Workforce The Mobile workplace

  • Tailored Solutions per Profile

    • On Site Roamer, Mobile Worker and Executive

  • Real time interaction with employees in Stores

    • Presence, Location, Notification

    • Free Seating

  • Fixed/Mobile Convergence Solution

    • Cellular Extension, Dual Mode phones

Business Advantages

  • Continuity of Services

  • Real Time Retail Store


More efficient workforces user profiles in the retail industry

More Efficient WorkforcesUser Profiles in the Retail Industry

Executive

Some Examples in Retail

Options

Mobile

Professional

Onsite

Roamer

Office

Worker

Team

Worker

  • Store Director

  • Shop Floor Manager

  • Chief of Security

  • Cashier

  • Information Desk Person

  • Accountant

  • Purchasing Director

  • Purchaser

  • Warehouse Director

  • Warehouse Worker

  • Marketing

Location

Notification

Location

Notification

Integration with POS

Greeting Center

Voice Recording

Location

Notification


Lower costs

Lower Costs

  • Reduce operating costs

    • Single IPT management platform, simplified MAC

    • Single network topology

    • Centralized FW/VPN management

    • Centralized IP Telephony

    • Centralized IP@ management

  • Reduce communication costs

    • Toll bypass between stores & from stores to HQ

    • Up to 75% savings in long distance & intl calls with mobile

  • Reduce training cost of sales associates

    • Up to 75% savings in travel costs with collaboration applications

Contact Center

ROI < 7 Months

Cellular Extension

ROI < 9 Months

IP Telephony

ROI < 12 Months

UC My Teamwork

ROI < 6 Months

Vital QIP

ROI < 6 Months


Lower costs1

Lower Costs

  • Lower Costs by minimizing investments in small shops

  • Right Balance between CAPEX & OPEX

  • Flexible Model Deployment

    • Combination of CPE based and Hosted Solutions

    • Combination of Business Telephony and IP Centrex

    • Combination of Fixed and Cellular Telephony

Service

provider

PSTN

Centralized Services

  • Telephony, Collaboration

  • Business Applications…

Small Shops

  • SIP phones

  • IP Centrex

  • Virtual PBX

HQ

  • CPE Based

  • Business Telephony

Warehouse – Supermarket

  • Hosted Services

  • Business Telephony


Cost optimization lan wan networking solutions

WLAN

LAN Edge

LAN Aggregation

LAN Core

WAN/MAN

7450/7750

OmniAccess 700

OmniSwitch

6850 / L

OmniAccess

WLAN

OmniSwitch

7000/9000

OmniStack

LS 6200

Consistency of Network Services

Cost OptimizationLAN/WAN Networking Solutions

SECURITY

  • Pervasive – security on every port

  • User-centric

  • Mobile – concurrent security & mobility

AVAILABILITY

  • Designed for convergence

  • Cost optimized for redundancy

  • Smarter availability and QoS

MANAGEABILITY

  • Simple with OmniVista

  • Common – edge / core, chassis / stack

  • Superior solutions with Vital


Alcatel retail customers partial list

Alcatel Retail customers (partial list)


Reduce costs management solutions vitalqip success story ahold usa

Reduce Costs - Management Solutions – VitalQIP Success Story - Ahold – USA

  • Needs

    • Managing IP@ and IP conflicts in a large, growing, decentralized network

    • 125,000 IP Addresses and 450 Stores

  • Solution

    • VitalQIP DNS/DHCP& IP management software

    • Centralized visibility and management of a global IP network

  • Benefits

    • Less hardware (no DHCP backup server)

    • Increased productivity

    • Cumulative five-year net benefit of $8 Million

    • Annual ROI of 1800%


Alcatel lucent community for retail industry

Alcatel-Lucent Community for Retail Industry

  • Dedicated Solutions Certified for Retail

  • Integration into IT & Network environment


Building the store of the future with ip communication solutions

www.alcatel-lucent.com


Alcatel lucent shopping list a full set of solutions for retail industry

Alcatel-Lucent Shopping ListA full set of Solutions for Retail Industry

Centralized IP@

Management

VitalQIP

Dynamic Contact Center

OmniGenesys

Multimedia Mid Size

Contact Center

OmniTouch CC PE

IP Telephony

Centralization

OmniPCX Enterprise

User Profiles for

Retail Industry

Telephony welcome

Greeting Center

LAN/WAN Infra

OmniAccess/Switch

Mobility Solutions

Location services

OmniAccess WLAN+phones

IP Centrex

for small shops

Feature Server

8640 CMM

Video Aware Network

OmniAccess/Switch

Collaboration Apps

Better

Shopping

Experience

More

Efficient

Workforce

Lower

Costs


Corporate communication solutions solutions for large enterprises ip transformation

Corporate Communication Solutions – Solutions for Large EnterprisesIP Transformation

Network

Transformation

Services

Transformation

Services

Transformation

Business

Transformation

  • User Profiles

    • Telephony Services

    • Mobility

    • Collaboration

    • Unified Communications

    • Desktop Integration

    • Terminals

  • Contact Center

  • Industry-specific Applications

  • Business Critical Applications

  • Network Foundation

  • IPT Centralization

  • Convergence Solutions

  • Security

  • Management

Through an Ecosystem: Consult, Built and Run Services


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