Technology Record - Issue 27: Winter 2022

R E TA I L & CG 163 “Customer care leaders are facing a perfect storm of challenges; contact volumes and customer expectations are up, employees are leaving and are harder to replace, fraud is on the rise, and digital (self-service) solutions aren’t yet delivering on their full promise. Built on Microsoft technology, Nuance Conversational AI Solutions for Retail enable retailers to add intelligence to every customer and agent experience, in every channel, while maximising their return on technology investments. Our award-winning speech recognition, dialogue automation, analytics, security and agent support capabilities deliver proven results and prevent fraud. This results in increased sales conversions, an improved experience for customers and overall better business outcomes.” Seb Reeve Director of Intelligent Engagement, Nuance Communications “In challenging times like these, the key differentiator to stay ahead of the competition is the ability to adapt – and fast! This calls for open and modular solutions in both hardware, software and services that complement IT investments already made. Solutions like Diebold Nixdorf’s cloud native Vynamic Retail Platform software and DN Series EASY self-checkout solutions address these requirements and allow retailers to meet innovations in customer journeys and navigate these unstable times.” Reint Jan Holterman Product Marketing Manager for Retail, Diebold Nixdorf “RSM works with Microsoft solutions to make retailers more flexible and responsive. We focus on what are now considered as ‘retail basics’. These include the ability to take an order anywhere and fulfil it from anywhere, while providing real-time process visibility to customers. We surface this information for direct customer access, giving them real-time information on what is happening. Getting this right is still a big ask for many retailers, but technology fromMicrosoft allows us to position our clients to be nimble and flexible.” Lindsay Carpen Partner, Retail and Consumer Products, RSM