Duxbury Networking, in association with its supplier Mitel, has developed a series of voice over Internet Protocol (VOIP) communications solutions designed for use in large retail outlets, departmental stores and store chains.
The solution is based on the installation of modern converged (voice and data) communications infrastructures taking into account the investments many organisations have made in legacy systems.
"The solutions have been designed with the South African retail environment in mind," confirms Duxbury Networking MD, Graham Duxbury. They are geared to reducing the cost of installing new communications systems at new and older stores where legacy phone systems might be in place.
"They are also designed to introduce the very latest communications technologies across a retail chain at a pace that suits business growth and development."
According to Duxbury, retail organisations are under pressure - as never before - to provide outstanding customer service.
"This is where we can assist with a suite of solutions that combines voice, video and data over IP to improve responsiveness to customers, provide greater efficiencies across the business, and reduce communications costs," he says.
The Duxbury/Mitel partnership is addressing issues such as the improvement of information exchange through intuitive communications, conferencing and collaboration tools - and increased customer loyalty and revenue through improved marketing, messaging and responsiveness.
"For example, we are helping retailers to address customer queries and meet sales demand on a round-the-clock basis with scalable contact centres that we can set up with agents and associates at any location - even off-shore," says Duxbury.
"In pilot tests we have found that staff productivity has been improved significantly, simply by giving people access to information and applications from anywhere in the chain via a range of wireless and wired IP phones.
"And we are pioneering the use of loss prevention monitoring systems with networked digital video recording in a bid to reduce shrinkage which is a constant concern for the retail trade," he adds.
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