 |
市场调查报告书
商品编码
1090227
零售行业的通信、协作和联络中心解决方案：增长机会Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Retail Industry |
||||||
UCC 与富媒体协作、全渠道联络中心和垂直特定解决方案的集成有望帮助提供高效的客户服务。
零售业涵盖多种业态，包括汽车零售、消费和专业消费电子零售、时尚、健身、个人护理、便利店、大卖场和杂货店。因此，该行业拥有从后台到前线的各种工人角色，包括特定行业的角色和一般任务。
本报告调查了全球零售行业的通信、协作和联络中心解决方案市场，并提供了市场概况等信息。
目录
IT/通信决策者调查：调查目标和调查方法
- 调查目的
- 调查方法
- 样本分布-国家
IT/通信决策者调查：受访者和组织概况
- 受访者概况-决策机构
- 受访者个人资料 - IT 预算熟悉度
- 受访者资料 - 参与 IT/通信采购
- 组织概况-组织规模
- 组织利润
市场概况
- 为什么要零售？为什么现在？
- 零售业-定义、收入、ICT 支出
- 零售业概况-劳动力特征
- 零售业动盪
- 零售业主要趋势概览
- 特色零售业
- 零售行业的一线工人
零售业的数字化转型
- IT/通信决策者的观点：数字化转型战略
- COVID-19 对数字化转型战略和投资的影响（2021-2022 年）
- 零售公司的业务目标（2022 年）
- COVID-19 对数字化转型目标的影响（2022 年）
- 员工敬业度计划 (2022)
- 实现数字化转型目标的障碍
- 衡量数字化转型的成功与否
UCC 和联络中心在零售行业的采用
- IT/通信决策者的观点：UCC 和联络中心招聘
- 使用 UCC 和联络中心解决方案
- 使用 UCC 和联络中心工具
- 企业电话/商务呼叫控制环境
- 在您的组织中使用主要类型的电话解决方案
- 选择企业电话/统一通信平台时基础设施功能的重要性
- Cloud PBX 解决方案/提供商选择标准
- 从同一提供商处购买正切函数的重要性
- 在会议室中使用 UCC 技术
- 移动功能的重要性
- 在移动/蜂窝设备上使用商务通信服务
- 使用 5G 移动设备
- 阻碍 UCC 技术投资的因素
- 使用的交互渠道类型
- 用于提高联络中心绩效和员工敬业度的技术
在零售行业采用前线 UCC
- IT/通信决策者的观点：一线员工
- 零售组织的一线工作人员
- 了解组织加强一线员工的能力
- 技术投资对一线工人的重要性（2024 年）
- 一线工作人员目前使用的技术
- 一线工作人员使用的 UCC 工具
- 能力对一线员工的重要性
- 移动应用配置：按工作人员类型
- 为一线员工投资 UCC 解决方案的提供商选择标准
- 阻碍一线员工赋权的因素
零售行业在家工作和远程工作
- IT/通信决策者的观点：远程办公和远程工作
- 从事办公桌工作且未被归类为一线员工的员工百分比
- 在家办公
- COVID-19 对远程工作者技术的影响
- 远程工作支持中的 IT 问题
未来零售行业的投资计划
- IT/通信决策者的观点：未来投资计划
- 使用 UCC 和联络中心解决方案 (2023)
- 明年的客户体验优先事项
- 推动 UCC 解决方案投资的因素（至 2023 年）
零售行业趋势
- 为行业和一线员工提供价值的最佳做法
- 垂直解决方案示例
结论
- 结论
- 技术提供商的增长机会
- 展品清单
- 免责声明
Rich-media Collaboration, Omnichannel Contact Center, UCC Integration with Vertical-specific Solutions Help To Serve Customers Efficiently
Retail sales are an important economic indicator because consumer spending reflects the strength of an economy and its fundamentals. Retailers are expected to invest in transformative technologies to prepare for unexpected events, new emergencies and build resilience. Currently, among the primary focal areas for retailers is to build e-commerce capabilities and support the diverse workforce with unified communications and collaboration (UCC) and contact center technologies.
This study leverages the input of IT decision makers from a global survey conducted by Frost and Sullivan in November through December 2021, which was analyzed in 2022. IT decision maker participants spanned across global regions, and business sizes. The survey focused on the current state of adoption among various unified communications, collaboration and contact center tools, key investment drivers and future investment plans, perceived benefits of those tools, top challenges that retail organizations face, the current and future state of hybrid work, as well as future office and real estate plans.
The retail sector encompasses a rage of business types, from automotive retail; consumer and professional electronics retail; fashion, fitness and personal care; convenience, hyper markets, grocery stores and more. As such, the industry is comprised of a diverse mix of worker roles across back office and frontline staff, including industry-specific and general business roles.
Table of Contents
IT/Telecom Decision-maker Survey: Research Objectives and Methodology
- Research Objectives
- Research Methodology
- Sample Distribution-Country
IT/Telecom Decision-maker Survey: Respondent and Organization Profile
- Respondent Profile-Decision-Making Authority
- Respondent Profile-Familiarity with IT Budget
- Respondent Profile-IT/Telecom-Related Purchase Involvement
- Organization Profile-Size of Organization
- Organization Revenue
Market Overview
- Why Retail? Why Now?
- Retail Industry-Definition, Revenue and ICT Spend
- Retail Industry Overview-Workforce Characteristics
- Retail Industry Overview-Workforce Characteristics (continued)
- Disruption in the Retail Industry
- Overview of Key Trends in Retail industry
- Overview of Key Trends in Retail industry (continued)
- Retail Industry in the Spotlight
- Frontline Workers in the Retail Industry
- Frontline Workers in the Retail Industry (continued)
Digital Transformation in the Retail Industry
- IT/Telecom Decision Maker Perspectives: Digital Transformation Strategies
- Impact of Covid-19 on Digital Transformation Strategy and Investments in 2021-2022
- Business Goals for Retail Organizations in 2022
- COVID-19 Impact on Digital Transformation Objectives in 2022
- Employee Engagement Initiatives in 2022
- Hurdles in Achieving Digital Transformation Objectives
- Digital Transformation Success measurement
UCC and Contact Center Adoption in the Retail Industry
- IT/Telecom Decision-maker Perspectives: UCC and Contact Center Adoption
- Usage of UCC and Contact Center Solutions
- Usage of UCC and Contact Center Tools
- Enterprise Telephony/Business Call Control Environment
- Usage of Primary Type of Telephony solution in the Organization
- Importance of Infrastructure Capabilities when Choosing Enterprise Telephony/Unified Communications Platform
- Selection Criteria for Cloud PBX Solution/Providers
- Importance of Purchasing Tangential Capabilities from the Same Provider
- Usage of UCC Technologies in Meeting Rooms
- Importance of Mobility Features
- Usage of Business Communications Services on Mobile/Cellular Devices
- Usage of 5G Mobile Devices
- Factors Prohibiting Investments in UCC Technologies
- Type of Interaction Channels Employed
- Technologies Used to Improve Contact Center Performance and Workforce Engagement
Frontliner UCC Adoption in the Retail Industry
- IT/Telecom Decision Maker Perspectives: Frontline Workers
- Frontline Workers in Retail Organizations
- Perception of Organization's Capabilities to Empower Frontline Workers
- Importance of Technology Investment for Frontline Workers by 2024
- Technologies Used by Frontline Workers Today
- UCC Tools Used by Frontline Workers
- Importance of Capabilities for Frontline Workers
- Provisioning of Mobile Apps by Worker Type
- Provider Selection Criteria for Investing in UCC Solutions for Frontline Workers
- Factors Preventing Frontline Workers Empowerment
Work from Home and Remote Work in the Retail Industry
- IT/Telecom Decision Maker Perspectives: Work from Home and Remote Work
- Percentage of Employees Working at a Desk and Not Classified as Frontliners
- Workforce Working From Home
- Covid-19 Impact on Technologies for Remote Workers
- IT Challenges in Supporting Remote Work
Future Investment Plans in the Retail Vertical
- IT/Telecom Decision Maker Perspectives: Future Investment Plans
- Usage of UCC and Contact Center Solutions in 2023
- CX Priorities Over the Next Year
- Factors Driving Investments in UCC Solutions by 2023
Retail Vertical Industry Trends
- Best Practices in Delivering Value to Verticals and Frontline Workers
- Examples of Vertical Solutions
Conclusion
- Conclusion
- Growth Opportunities for Technology Providers
- List of Exhibits
- List of Exhibits (continued)
- List of Exhibits (continued)
- Legal Disclaimer
