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1920957

零售業先進資訊與通訊解決方案的成長機遇

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個工作天內

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簡介目錄

數位通訊和協作工具加速了零售價值鏈的數位轉型。

零售業是國家和地區經濟的重要產業，其重要性體現在其在全球勞動力中所佔的佔有率：據估計，全球零售業從業人員約有 4.2 億，其中亞太地區的就業人數最多。

在經合組織國家，批發和零售貿易部門總合僱用了9,400萬人。 ——在美國，零售業佔總勞動力的9.13%，擁有1,553萬名員工。如果將批發貿易也包括在內，這一數字將上升至2,175萬。 ——同樣，在歐洲市場，零售業是最大的私人雇主，在歐盟僱用了約3,000萬名員工，在英國則僱用了270萬名員工（相當於英國總勞動力的8.3%）。

雖然零售業從實體店向線上商務的轉變是持續且不可否認的，但實體店仍然是該行業的重要組成部分，其員工規模和占總銷售額的百分比就證明了這一點。

零售業的本質在於員工、顧客和經營團隊之間的互動，而這種互動的品質取決於高效率的通訊技術。現代整合通訊與協作 (UCC) 平台整合了語音、通訊、視訊和協作工具，打破了資訊孤島，實現了門市、倉庫和總部之間的無縫協作。投資先進的通訊工具能夠直接提升顧客滿意度、員工敬業度和營運效率——這些都是零售業銷售和盈利的關鍵促進因素。行動優先的通訊解決方案能夠賦能銷售人員，確保及時更新訊息，並支援銷售現場的即時協作。整合通訊技術能夠減少代價高昂的錯誤，最大限度地降低員工離職率，並幫助企業快速適應不斷變化的市場環境。

零售商正優先投資於基於雲端、行動優先和人工智慧的通訊工具，其中IT與通訊、客戶服務和行銷部門主導效率提升方面的投資。儘管面臨經濟壓力，預計2026年通訊和協作預算將會增加。

企業計畫大幅增加對雲端客服中心、行動商務服務、員工績效管理工具以及擴增實境/虛擬實境設備的投資。舊有系統，例如桌上型電話和公共廣播系統，正逐步被即時通訊、視訊會議和整合平台所取代。

主要挑戰包括連接不穩定、工具分散、與業務線應用程式缺乏整合以及員工對新技術的抵觸情緒。 IT 部門面臨的挑戰包括人才短缺（尤其是在人工智慧領域）、與 ESG 目標保持策略一致性以及如何證明技術投資的回報率。技術障礙包括雲端遷移、安全性、可擴展性和系統整合。

人工智慧驅動的通訊技術可望提升安全性、生產力和客戶體驗。大多數IT負責人傾向於選擇擁有強大內建人工智慧功能和整合平台的供應商，但人工智慧通常被視為一項標準功能，而非高級附加功能。人工智慧在銷售、行銷、客戶體驗和IT領域的應用最為廣泛，預計未來也將擴展到合規、法律和人力資源等職能部門。

混合電話環境（本地部署和雲端整合）已成為常態，預計到 2028 年將策略性地轉向整合雲端連線解決方案。行動通話對零售員工至關重要，增強安全性、合規性和功能性是首要改善重點。

可靠性、供應商支援和進階安全性是購買統一通訊解決方案時最重要的考慮因素。未來投資的主要驅動力是改善客戶體驗、加速業務成長和加強資訊管理。

目錄

研究目標、範圍和調查方法

  • 調查目標和調查方法
  • 零售樣本受訪者的基本狀況與組織規模

零售業主要趨勢（2025 年）

  • 零售業員工特徵
  • 儘管電子商務日益普及，實體店仍然至關重要。
  • 零售商為什麼要投資溝通？
  • 零售業現況：工作流程與決策趨勢
  • 零售技術概述
  • 零售業科技趨勢
  • 零售IT的關鍵趨勢

UCC調查－零售業IT決策者的觀點

  • 簡訊：零售業統一通訊解決方案的應用

UCC投資狀態

  • IT與客戶服務主導效率投資
  • 零售業統一通訊技術應用的未來投資趨勢
  • 零售業統一通訊設備的未來投資趨勢
  • 零售商專注於下一代技術

IT/通訊/統一通訊實施與使用中所面臨的挑戰

  • 零售員工面臨多重溝通挑戰
  • 溝通挑戰對不同部門的影響各不相同。
  • 未來幾年IT部門面臨的主要挑戰
  • CPaaS 和 API 支援的通訊帶來了獨特的挑戰

人工智慧正日益受到關注

  • 基於人工智慧的統一通訊有望帶來多重益處
  • 客戶分析、員工分析和基於代理商的解決方案至關重要
  • 通訊工具的未來將需要人工智慧的整合
  • 有意投資基於人工智慧的統一通訊
  • 銷售、行銷、客戶體驗和IT部門正在推動零售業採用人工智慧。
  • 合規、法律和人力資源將是人工智慧應用的下一個階段。
  • 基於代理的人工智慧將重塑零售物流和製造流程。

語音通訊深度解析

  • 混合電話系統為零售業的商業呼叫控制樹立了標準
  • 混合環境將繼續主導企業呼叫控制。
  • 安全性、可靠性和更低的整體擁有成本 (TCO) 使語音通訊能夠留在客戶場所。
  • 網路最佳化和安全性是託管服務的關鍵領域。
  • 2028 年，業務永續營運和運算平台將成為關注重點。

工作空間和工作模式

  • 預計未來遠距辦公人員將會增加。
  • 遠距辦公促使辦公空間變化

流動性

  • 行動通話變得越來越重要
  • 行動策略－需要改進的地方
  • 對許多員工來說，行動電話並不是他們的主要設備。

會議空間

  • 許多機構使用不只一種會議服務。
  • IT經理們對他們目前使用的服務提供者數量感到滿意。
  • 會議室技術應用現況展望
  • 易用性和安全性被認為是關鍵的投資促進因素。
  • 互通性和智慧功能推動了會議室技術的應用。
  • 人工智慧會議室正變得越來越重要

雲端採用與舊有系統對比

  • 舊有應用程式正在減少
  • 零售商正在向雲端遷移

UCC解決方案選擇與購買因素

  • 購買統一商法典的基本要素
  • UCC技術－關鍵投資促進因素
  • 零售企業在通訊解決方案方面的支出各不相同。
  • UCC預算預計增加
  • 企業正在考慮對支出進行重大調整。

主要發現

  • 主要發現

附錄

  • 成長機會驅動Growth Pipeline Engine
  • 為什麼經濟成長變得越來越困難？
  • 策略要務

未來計劃

  • 成長機會的益處和影響
  • 未來計劃
  • 附件清單
  • 免責聲明
簡介目錄
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