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Building the Store of the future with IP Communication solutions

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

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  1. Building the Store of the futurewith IP Communication solutions 24 May 2007

  2. 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 • …/…

  3. Main challenges in Retail • Management of workforces • High employee turn over • High training time and cost • Poor best practices • Limited information access • …/…

  4. Main challenges in Retail • Leading to low customer loyalty • Forcing retailers to focus on costs to create differentiation

  5. 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

  6. Alcatel Solutions For Retail

  7. 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

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. Alcatel-Lucent Value Propositions for Retail More Efficient Workforce Better Shopping Experience Lower Costs

  14. 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

  15. 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

  16. 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

  17. 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

  18. 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

  19. 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

  20. 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

  21. 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

  22. Alcatel Retail customers (partial list)

  23. 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%

  24. Alcatel-Lucent Community for Retail Industry • Dedicated Solutions Certified for Retail • Integration into IT & Network environment

  25. www.alcatel-lucent.com

  26. 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

  27. 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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