What’s the best way to connect and empower a retail organization? Unified communications—collaborative tools like chat, video conferencing, VoIP, and more. Used strategically, solutions like these can add value for customers, engage employees, and even generate operational cost savings. 

Cisco Retail NRF 2020

According to a 2019 report. UC solutions are gaining ground because the competitive advantage they offer is real. Here are five reasons why you should make a strong UC platform a cornerstone of your retail IT strategy.


1-UC is critical for the customer experience. Through tools like chatbots and remote expert video collaboration, customers can get the exact product information they need, when they need it. Equipped with a consistent mobile platform, sales associates can answer even the most challenging customer questions on the spot and more easily capitalize on those last-mile opportunities for shoppers.

2-UC makes multi-channel shopping seamless. Today’s consumers want to shop whenever and however they like, whether it’s in-store, online, or via their smartphone. Unified communications can help associates provide the consistent, fast responsiveness that customers have come to expect across all channels with real-time information.

3-Associates can have a truly personalized conversation. UC can give salespeople immediate access to not just product information but also transactional and loyalty information about the customer. Employees can act as brand ambassadors and deliver a differentiated experience for each shopper.

4-UC takes employee engagement to new heights. A unified communications platform allows for seamless interactions to and from headquarters. And when employees are encouraged to connect and collaborate, they naturally become more engaged and productive in their work.

5-Companies can better train—and retain—their people. UC tools like web and video conferencing give retailers an engaging way to train workers. Employees get up to speed faster, which improves job satisfaction and results in higher retention rates. In a cyclical industry like retail, this is a huge cost saver.

Cisco Retail NRF 2020

Eager to get started? Check out Cisco’s unified communications solutions and our solutions for retail to see how building a strong UC platform can help alleviate pain points while delivering a better bottom line for customers and your entire retail organization.  Also, come see the Cisco booth #3754 at NRF 2020.


Nicki Vereschagin

Global Retail Marketing Content Strategist

Global Industries Marketing