Improve Shopper's Experience

Service customers faster, provide a more personalized experience and never miss an opportunity to engage a customer. The Wave IP's "intelligent" call routing capabilities provides customers with the ability to reach the right department quickly and easily, and supports preferred customer strategies by prioritizing and directing calls customized to the retailer's needs to help drive service and sales.

Service-oriented Applications

Off-load routine inquiries and tasks with self-service applications including Prescription Refill, Customer Order Automation, Automated Callback, Customized Marketing Messaging on Hold and more.

Mobilize Your In-store Workforce

Our award-winning mobile application and Wave IP integration with Spectralink and other mobile devices enable retailers to turn their floor staff into mobile workers - for calls, messaging and more.

Dramatically Reduce Operating Costs through Call Centralization

Centralize all customer calls using Vertical's secure, private SIP networking capabilities. Remove expensive carrier trunk connections at every store for immediate and significant cost savings.

Manage and Report on Store Communications Activity Network-wide

Include store and customer communications data (voice calls, in-store messaging/paging, etc.) in your business intelligence analysis to report on key metrics such as "On-hold times" and "call abandon rates" by individual department. Gather both real-time and historical information at individual department or store level, by region, or across the organization using Vertical's management and reporting tools. Integrate data from the Wave IP platform with your corporate BI platform using Vertical's data warehousing integration capabilities for additional business value.

In-Store Media Applications to Support New Workflows

Integrate cloud-based services, voice-assisted selling and messaging, music and automated self-serve applications for a multi-media, customer-connected store environment. Enhance critical workflows to support omni-channel initiatives such as "Buy Online, Pick Up in Store."

Create Powerful New Mobile and Web Services for Customers

To enhance the customer experience, leading retailers are looking to new services such as in-store mobile and web-based video and chat concierge applications. Wave IP and its native API's and application services enable retailers to easily create these and offer other services to engage and generate loyalty with customers.

Monitor Voice Call Quality and Improve QoE

Integrated with Wave IP is a network-wide performance management system that monitors, tests and troubleshoots VoIP and videoconferencing performance. Voice Quality Monitoring is automatically performed on tens of thousands of concurrent voice calls and video sessions across all your retail sites, providing accurate QoE (MOS) scores and detailed metrics on every call/session.

Manage Millions of Enterprise Calls in the Cloud

Vertical Cloud Call Manager (Vertical CCM) is an advanced, iPECS-based communications solution comprised of a range of call servers and gateways to meet the needs of medium and large enterprises. Ideally suited for Retail environments, the highly scalable Vertical CCM platform can accommodate from 10 to 10,000 remote sites and expand from 500 to up to nearly 1 million ports, with 1 million busy-hour call completion (BHCC) capabilities. Find Out More

Customized Retail Services

• Solution Design
• Project Management
• Transformation (Implementation services)
• Store Associate Training
• Managed Services (Help desk, triage, onsite support)