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Industry Research : ‘European Retailers Must Innovate With the In-store Experience'

HP has urged European retailers to innovate with the in-store shopping experience in order to expand and grow in today’s current economic environment. Kobi Elbaz, Director, Client Solutions, HP Personal Systems Group, highlights that the accelerating rate of technological change has dramatically altered consumer buying behaviour. He argues that emerging trends outside the store, such as increased interaction with touch-based technologies, are creating new demands on retailers to create similar in-store experiences to meet shopper expectations.

HP is advising retailers to integrate the most effective aspects of online shopping with their mobile and in-store offerings in order to provide a seamless customer experience that encourages shopper loyalty and increases sales.

Traditionally, retailers have invested heavily in bricks and mortar stores, but there are now multiple channels to integrate. According to new HP research, more than half of the top 50 European retailers[1] use more than three channels to sell direct to consumers. However, shoppers’ ever increasing expectations for seamless cross-channel shopping experiences means they need to better connect the dots between their mobile, online and in-store offerings.

According to HP’s research, nearly all of the top 50 European retailers (98%) have a physical store presence, whilst just 86% have a website. Even more surprisingly, more than a third of European retailers (34%) offer a mail order catalogue, although just 28% have a mobile commerce app and 30% have an m-commerce website. Some European retailers are also experimenting with Facebook as a channel, although just 2% are actively offering F-commerce capabilities.

Despite the significant investment going into multiple channels, many retailers have not yet connected the various elements to take advantage of additional sales opportunities. For example, according to research from YouGov, 78% of multi-channel shoppers found price offers available online which were not subsequently available when they went in-store.

HP points to industry findings which highlight that consumers are today much more adept at shopping cross-channel, but argues that many still choose to complete their purchase in a store. 51% of shoppers, in fact, say that they research online and then buy in-store[2]. Furthermore, 74% of smartphone shoppers made a purchase as a result of using their smartphone. Of these, 76% have purchased in-store, 59% online while only 35% have made a purchase via their smartphone[3].

HP recommends that retailers create a more seamless cross-channel experience in-store by firstly investigating how to better integrate data from their expanding number of channels. Secondly, retailers much be increasingly ‘context-aware’ and create personalized experiences in the store which are much more aligned to their online and mobile offerings. Finally, businesses must incorporate consumer-friendly technology experiences in-store. For example, touch-based screens for sourcing product and store information and innovative use of digital signage.

Elbaz concludes: "It’s clear that the experience in the physical store is critical to a shoppers’ final purchasing decision and retailers must combine the best of in-store, online and mobile services and offerings to provide seamless cross-channel experiences in-store. Many retailers are realising that the integration of all these elements will create unique shopping experiences that will encourage customers to browse, learn more about products, and encourage them to return and buy."


Today's Tip of the Day - How To Choose Speech Recognition

Read today's tip or listen to it on podcast.

Published: Monday, September 19, 2011

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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