24
HORIZONSTELEWARE
INTELLIGENT RETAIL
COMMUNICATIONS
TeleWare has developed enhanced telephony systems for the retail sector,
designed to cut costs, improve effi ciency and increase sales
T
he ever-growing reliance on automated needs, delivered as on-premise, hosted or
systems, combined with the growing managed services. We make sure that our
number of customer contact points solution is easier to run and maintain, while
throughout commercial operations, has placed being more robust to deal with the variety
communications technology at the strategic of operational environments retailers face,
heart of the retail industry. including distributed businesses like garden or
But TeleWare chief executive, Steve shopping centres.”
Haworth said senior managers from across Finally, Haworth pointed to productivity
any retail business could benefi t from taking benefi ts that can be multiplied across a
a more strategic view of the role such number of operational areas in every retail
technology plays in every area, be that retail business: “The productivity benefi ts of
marketing, customer service, IT or fi nance. having one telephone number and device
He said a TeleWare Private Mobile for anyone in a retail business that needs
Network (PMN) system could help retailers it are obvious. The return on investment is
reduce call costs by routing calls wirelessly comparable to the savings associated with
across its picocell-based PMN while in the IP-based deployments, which can have less
building and slash handset costs by removing technical benefi ts. And our solution costs less
the need to buy fi xed PBX handsets. “As than running three legacy systems. Perhaps
a result of open standards and IP-based most importantly to retailers though, is the
technologies, we enable our customers to fact that, if someone calls, be it a customer,
use standard handsets that run on any GSM supplier or colleague, there should always be
network, including data. The fact that it’s someone there to answer.”
wireless removes the cost of moves, changes
and new fi t-outs and, because our licensed
technology is actually running at a spectrum
TeleWare Private Mobile Network
that is less interfered with by shelving units
and so on, there’s less interference with
solutions enable retailers to:
coverage.
“There’s also no need for number changes, Improve customer service
as one number and handset follows each With TeleWare’s automated call handling solution, business is always open for telephone
member of staff wherever they are. And callers, improving customer service yet reducing overhead costs. The ability to readily
our technology capitalises on the same update the way in which calls are handled, ensures the business always stays up-to-date to
technology developed 20 years ago for the cater for any special promotions or other changes in business needs.
GSM network to hand call connections over
from cell-to-cell, where Wi-Fi and DECT Reduce operational costs and increase green credentials, while
networks were really designed only to improving communications
carry data. The picocells, which I think of like Large retail organisations will, typically, use a number of different solutions for internal
internal base stations, are also as effective as communications – PMR, DECT, WiFi and mobile phones. Replacing current internal
one antenna to four DECT stations’ worth of communications systems with a single low-power mobile solution can not only deliver an
coverage or 10 Wi-Fi units. improved service but also lower ongoing overhead costs.
“Our package covers minutes, applications,
handsets and desktop handsets, call recording Cost savings on moving phones due to shop refi ts
functions and the ability to add new services Some retail outlets signifi cant expenditure on moving and reconfi guring handsets. Using a
on demand. And it is designed to be cost TeleWare PMN solution with GSM handsets enables these moves to take place without
effective, because not one size fi ts all. And we any cabling or confi guration changes.
can tailor our solution to suit each retailer’s
RETAIL TECHNOLOGY JANUARY/FEBRUARY 2010
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