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Leading Communications Platform Designed for Retailers

Used by 15 of the top 100 retailers in the U.S., the Wave IP Communications Platform and Vertical Communications' Wave IP Retail Applications Suite can dramatically improve the customer experience while reducing store operating costs. Contact a Vertical Retail Specialist to find out how.

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Are you still contracting for phone service for each of your hundreds of store locations? Did you know that instead, SIP trunking can save you 30-60% on your monthly communications costs and enable you to reduce your number of phone lines to one-third or even one-half for potentially $1 million or more in savings annually?

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A Comprehensive Communications Solution for Retailers

Whether managing customer calls inside or outside of the store, enabling staff to engage customers through new modalities including mobile devices, IM and web communication, or providing automated services, the Vertical Wave IP Retail Communications Suite is a comprehensive communications solution for retailers.

Cloud for Retail

Wave IP Retail Applications Suite

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Retail Business Solutions

  • Inbound and Outbound Intelligent Voice Response (IVR)
  • In-store Customer Service Call Buttons
  • Intelligent Call Routing and Queuing
  • Mobility (IOS, Android and Spectralink) Support with Voice, Text, Chat
  • VIP Customer Call Handling
  • Scheduled and On-demand In-store Paging
  • Voice and Messaging Enabled Kiosks and Dressing Rooms
  • Buy Online, Pick Up in Store Support
  • Drive-thru Lane Support and Analytics
  • Targeted Vendor Voice Ads On Hold/In Queue (Vendor "Pays for Play")
  • Integrated Retail Call Center Support
  • Call Handling and Messaging Analytics/Metrics
  • Retail Auto Attendant
  • Store Hours Sync with Website
  • Pharmacy Application Suite (IVR, Fax, Doctor Call Routing, Drive-thru Lane Support)
  • Store Call and Messaging Analytics (Full BI capabilities)
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Retail IT-Enabling Solutions

  • SIP Trunking
  • Cloud-based Call Manager and SBCs
  • Store Gateway Support of Legacy Systems
  • Voice/Video SIP Call Quality Management and Reporting
  • SNMP Alerts
  • Mobility Support Server (Feature and Certificate Management)
  • Telephony Systems Management Platform

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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.

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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.

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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.

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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.

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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.

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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."

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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.

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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.

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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

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Customized Retail Services

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

Retail Case Studies

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AutoPart International Improves Communication

Vertical helps Autopart International take customer communication to the next level
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Plumbing Supplier Sustains Growth

Plumbing supplier leverages Vertical Communications technology to sustain company grow
` Read Case Study

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Schnucks Market Leverages Modern Communications

Grocer installs Vertical Wave IP
and builds competitive edge
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Dunn Tire Maintains Sales Traction

Neither cold nor snow prevents Dunn Tire from driving greater sales with Vertical Unified Communications
Read Case Study

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Sun Office Solutions Sales Brighter

Unified Communications brightens prospects for Sun Office Solutions
Read Case Study

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Warehouse Discount Center Sees Instant ROI

Warehouse Discount Center drums up new capabilities and instant ROI with Wave IP upgrade
Read Case Study

Vertical Wave IP Retail solutions are used by other fine retailers including:

Ahold logo
The Bon Ton Stores, Inc. Logo
Macy's Logo
Advance Auto Parts Logo
BJ's Wholesale Club Logo
CVS Pharmacy Logo
Bob's Stores Logo
Giant Store
F.W. Webb Company Logo
Market Basket Logo
Jewel Osco Logo
Ingles Logo
Orchard Supply Hardware
Shaws Logo
Shopko Logo
Stop and Shop Logo
Stein Mart Logo
Toys R Us Logo
Ulta Logo

Talk to Us

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