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市场调查报告书
商品编码
1920957

零售业先进资讯与通讯解决方案的成长机会

Growth Opportunities for Advanced Information & Communications Solutions in the Retail Vertical
出版日期: | 出版商: Frost & Sullivan | 英文 85 Pages | 商品交期: 最快1-2个工作天内

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简介目录

数位通讯和协作工具加速了零售价值链的数位转型。

零售业是国家和地区经济的重要产业，其重要性体现在其在全球劳动力中所占的份额：据估计，全球零售业从业人员约有 4.2 亿，其中亚太地区的就业人数最多。

在经合组织国家，批发和零售贸易部门总合僱用了9,400万人。 ——在美国，零售业占总劳动力的9.13%，拥有1,553万名员工。如果将批发贸易也包括在内，这一数字将上升至2,175万。 ——同样，在欧洲市场，零售业是最大的私人雇主，在欧盟僱用了约3,000万名员工，在英国则僱用了270万名员工（相当于英国总劳动力的8.3%）。

虽然零售业从实体店向线上商务的转变是持续且不可否认的，但实体店仍然是该行业的重要组成部分，其员工规模和占总销售额的百分比就证明了这一点。

零售业的本质在于员工、顾客和经营团队之间的互动，而这种互动的品质取决于高效率的通讯技术。现代整合通讯与协作 (UCC) 平台整合了语音、通讯、视讯和协作工具，打破了资讯孤岛，实现了门市、仓库和总部之间的无缝协作。投资先进的通讯工具能够直接提升顾客满意度、员工敬业度和营运效率——这些都是零售业销售和盈利的关键驱动因素。行动优先的通讯解决方案能够赋能销售人员，确保及时更新讯息，并支援销售现场的即时协作。整合通讯技术能够减少代价高昂的错误，最大限度地降低员工离职率，并帮助企业快速适应不断变化的市场环境。

零售商正优先投资于基于云端、行动优先和人工智慧的通讯工具，其中IT与通讯、客户服务和行销部门主导效率提升方面的投资。儘管面临经济压力，预计2026年通讯和协作预算将会增加。

企业计画大幅增加对云端客服中心、行动商务服务、员工绩效管理工具以及扩增实境/虚拟实境设备的投资。旧有系统，例如桌上型电话和公共广播系统，正逐步被即时通讯、视讯会议和整合平台所取代。

主要挑战包括连接不稳定、工具分散、与业务线应用程式缺乏整合以及员工对新技术的抵触情绪。 IT 部门面临的挑战包括人才短缺（尤其是在人工智慧领域）、与 ESG 目标保持策略一致性以及如何证明技术投资的回报率。技术障碍包括云端迁移、安全性、可扩展性和系统整合。

人工智慧驱动的通讯技术可望提升安全性、生产力和客户体验。大多数IT负责人倾向于选择拥有强大内建人工智慧功能和整合平台的供应商，但人工智慧通常被视为一项标准功能，而非高级附加功能。人工智慧在销售、行销、客户体验和IT领域的应用最为广泛，预计未来也将扩展到合规、法律和人力资源等职能部门。

混合电话环境（本地部署和云端整合）已成为常态，预计到 2028 年将策略性地转向整合云端连线解决方案。行动通话对零售员工至关重要，增强安全性、合规性和功能性是首要改善重点。

可靠性、供应商支援和进阶安全性是购买统一通讯解决方案时最重要的考虑因素。未来投资的主要驱动力是改善客户体验、加速业务成长和加强资讯管理。

目录

研究目标、范围和调查方法

  • 调查目标和调查方法
  • 零售样本受访者的基本状况与组织规模

零售业主要趋势（2025 年）

  • 零售业员工特征
  • 儘管电子商务日益普及，实体店仍然至关重要。
  • 零售商为什么要投资沟通？
  • 零售业现况：工作流程与决策趋势
  • 零售技术概述
  • 零售业科技趋势
  • 零售IT的关键趋势

UCC调查－零售业IT决策者的观点

  • 简讯：零售业统一通讯解决方案的应用

UCC投资状态

  • IT与客户服务主导效率投资
  • 零售业统一通讯技术应用的未来投资趋势
  • 零售业统一通讯设备的未来投资趋势
  • 零售商专注于下一代技术

IT/通讯/统一通讯实施与使用中所面临的挑战

  • 零售员工面临多重沟通挑战
  • 沟通挑战对不同部门的影响各不相同。
  • 未来几年IT部门面临的主要挑战
  • CPaaS 和 API 支援的通讯带来了独特的挑战

人工智慧正日益受到关注

  • 基于人工智慧的统一通讯有望带来多重益处
  • 客户分析、员工分析和基于代理商的解决方案至关重要
  • 通讯工具的未来将需要人工智慧的集成
  • 有意投资基于人工智慧的统一通信
  • 销售、行销、客户体验和IT部门正在推动零售业采用人工智慧。
  • 合规、法律和人力资源将是人工智慧应用的下一个阶段。
  • 基于代理的人工智慧将重塑零售物流和製造流程。

语音通信深度解析

  • 混合电话系统为零售业的商业呼叫控制树立了标准
  • 混合环境将继续主导企业呼叫控制。
  • 安全性、可靠性和更低的整体拥有成本 (TCO) 使语音通信能够留在客户场所。
  • 网路最佳化和安全性是託管服务的关键领域。
  • 2028 年，业务永续营运和运算平台将成为关注重点。

工作空间和工作模式

  • 预计未来远距办公人员将会增加。
  • 远距办公促使办公空间变化

流动性

  • 行动通话变得越来越重要
  • 行动策略－需要改进的地方
  • 对许多员工来说，行动电话并不是他们的主要设备。

会议空间

  • 许多机构使用不只一种会议服务。
  • IT经理们对他们目前使用的服务提供者数量感到满意。
  • 会议室技术应用现况展望
  • 易用性和安全性被认为是关键的投资驱动因素。
  • 互通性和智慧功能推动了会议室技术的应用。
  • 人工智慧会议室正变得越来越重要

云端采用与旧有系统对比

  • 旧有应用程式正在减少
  • 零售商正在向云端迁移

UCC解决方案选择与购买因素

  • 购买统一商法典的基本要素
  • UCC技术－关键投资驱动因素
  • 零售企业在通讯解决方案方面的支出各不相同。
  • UCC预算预计增加
  • 企业正在考虑对支出进行重大调整。

主要发现

  • 主要发现

附录

  • 成长机会驱动Growth Pipeline Engine
  • 为什么经济成长变得越来越困难？
  • 策略要务

未来计划

  • 成长机会的益处和影响
  • 未来计划
  • 附件清单
  • 免责声明
简介目录
Product Code: KC2A-64

Digital Communications and Collaboration Tools Will Accelerate Digital Transformation Across the Retail Value Chain

Retail is a key industry for county and regional economies, and it's reflected in its share of global workers. - There are over 420 million estimated retail workers worldwide, with the Asia Pacific region leading in total jobs.

OECD economies have an aggregated 94 million workers in the wholesale and retail trade sector. - In the US, retail trade accounts for 9.13% of the total workforce, with 15.53 million workers. If wholesale trade is included, then the number increases to 21.75 million workers. - Similarly, retail is the largest private employer in the European markets, with a workforce of approximately 30 million workers in the European Union (EU), and an additional 2.7 million in the UK (representing 8.3% of the total British workforce).

While the retail industry's transition from brick and mortar to online commerce is ongoing and undeniable, its physical presence is still key to the industry, as shown by the workforce size and share of total sales.

Retail is fundamentally about interactions-among staff, customers, and management-and the quality of these interactions depends on effective communication technology. Modern unified communications and collaboration platforms (UCC) unify voice, messaging, video, and collaboration tools, breaking down silos and enabling seamless coordination across stores, warehouses, and headquarters. Investing in advanced communication tools directly improves customer satisfaction, employee engagement, and operational efficiency-key drivers of sales and profitability in retail.Mobile-first communication solutions empower frontline retail workers, ensuring they receive timely updates and can collaborate in real time, even on the sales floor. Unified communications technology reduces costly errors, minimizes employee turnover, and supports rapid adaptation to changing market conditions.

Retail organizations are prioritizing investments in cloud-based, mobile-first, and AI-powered communication tools, with IT & telecommunications, customer service, and marketing departments leading efficiency-focused investments. Budgets for communications and collaboration are expected to rise in 2026, despite economic pressures.

Significant increases in investment are planned for cloud contact centers, business mobile services, employee performance tools, and AR/VR devices. Legacy systems like desktop phones and overhead paging are being phased out in favor of real-time messaging, video conferencing, and integrated platforms.

Top challenges include unreliable connectivity, fragmented tools, lack of integration with core business applications, and employee resistance to new technologies. IT departments face challenges related to talent shortages (especially in AI), strategic alignment with ESG goals, and proving ROI for technology investments. Technical hurdles include cloud migration, security, scalability, and systems integration.

AI-powered communications are expected to improve security, productivity, and customer experience. Most IT buyers prefer providers with strong, built-in AI capabilities and integrated platforms, but many see AI as a standard feature rather than a premium add-on. AI adoption is highest in sales, marketing, CX, and IT, with future expansion into compliance, legal, and HR functions.

Hybrid telephony environments (integrated on-premises and cloud) dominate, with a strategic shift toward unified, cloud-connected solutions by 2028. Mobile calling is crucial for retail employees, with security, compliance, and richer functionality as top improvement priorities.

Reliability, provider support, and advanced security are the most critical factors in purchasing decisions for UCC solutions. The main drivers for future investment are improving customer experiences, driving business growth, and enhancing information management.

Table of Contents

Research Objectives, Scope, and Methodology

  • Research Objectives and Methodology
  • Retail Sample Respondent Demographics and Size of Organizations

Key Trends in Retail, 2025

  • Retail Industry-Workforce Characteristics
  • Brick-and-Mortar Still Central Despite E-Commerce Adoption Growth
  • Why Invest in Communications in Retail?
  • Retail Realities: Trends in Workflows and Decision-Making
  • Retail Technology Overview
  • Retail Industry-Technology Trends
  • Key Trends in Retail IT

UCC Survey-Retail IT Decision-Maker Perspectives

  • Quick Take: UCC Solution Adoption in the Retail Vertical

UCC Investment Status

  • IT & Customer Service Lead Efficiency-Focused Investment
  • Future Investment Trends in Retail UCC Applications
  • Future Investment Trends in Retail UCC Devices
  • Retail Companies Focus on Next-Generation Technology

IT/Telecom/UCC Deployment and Usage Challenges

  • Retail Workers Face Multiple Communications Challenges
  • Communications Challenges Impact Departments Differently
  • IT Departments Face Significant Challenges in the Coming Years
  • CPaaS and API-enabled Communications Bring Their Own Issues

AI in the Spotlight

  • AI-Powered UCC Expected to Provide Multiple Benefits
  • Customer and Workforce Analytics, Agentic Solutions are Key
  • AI Integration Will Be Essential for the Future of Communication Tools
  • AI-Powered UCC-Investment Intentions
  • Sales, Marketing, CX and IT Lead the Way in Retail AI Adoption
  • AI Adoption in Compliance, Legal, and HR Are Next
  • Agentic AI Will Shape Retail Logistics and Manufacturing Processes

Drilldown on Telephony

  • Hybrid Telephony Is the Retail Standard for Business Call Control
  • Hybrid Environments Will Continue Dominating Business Call Control
  • Security, Reliability, and Better TCO Keep Telephony On Customer Premises
  • Network Optimization and Security Are Key Areas for Managed Services
  • Business Resiliency and Computing Platforms Will be in Focus in 2028

Workspace and Work Styles

  • Remote Workers Will Increase in the Future
  • Remote Work Prompts Changes to Office Space

Mobility

  • Mobile Calls Are Relevant for Employees
  • Mobile Strategy-Required Improvements
  • Mobile Phones Aren't the Primary Devices for Many Employees

Meeting Spaces

  • Many Organizations Use Two or More Meeting Services
  • ITDMs Are Happy With the Number of Providers They Have
  • Meeting Room Technology Adoption-Current Outlook
  • Ease of Use and Security Stand As Key Investment Factors
  • Interoperability and Intelligent Features Drive Meeting Room Technology Adoption
  • AI-Driven Meeting Rooms Are Increasingly Important

Cloud Adoption vs Legacy Systems

  • Legacy Applications are Losing Ground
  • Retailers are Migrating to the Cloud

UCC Solution Selection and Purchase Factors

  • "Must-Have" Factors for UCC Purchasing
  • UCC Technologies-Main Investment Drivers
  • Retail Organizations' Spend On Communication Solutions Varies
  • UCC Budgets are Expected to Increase
  • Companies Are Looking At Significant Spending Changes

Key Findings

  • Key Findings

Appendix

  • Growth Opportunities Fuel the Growth Pipeline Engine
  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative

Next Steps

  • Benefits and Impacts of Growth Opportunities
  • Next Steps
  • List of Exhibits
  • Legal Disclaimer