Intelligent Communications is not just about a set of new technologies or improved products. It's about changing the way you think about the power of communications and its ability to make a difference in how your organization achieves its strategic objectives. Quite simply, it is the result of embedding communications applications inside mission-critical business processes to deliver competitive advantage. Leveraging intelligence in communications means companies can differentiate communications based on the user, the environment, or other requirements. Intelligent Communications can drastically reduce operational costs for retailer communications while simplifying the technology and expertise needed to leverage advanced capabilities. Voice and data networks can be consolidated, eliminating redundant cabling and service contracts. Intelligent Communications can reduce the number of systems and applications required to support multiple store or contact center locations, reducing overall system costs and ongoing management expense. Intelligent Communications enables businesses to forge closer relationships with customers. For retailers interacting with customers on the phone, one way is through selective routing of incoming customer calls based on phone number or information prompted by an interactive voice response (IVR) system. After identifying the customer and his or her history, the retailer steers that customer to the right advisor based on the customer's characteristics. This type of customized service helps build closer relationships with customers. Intelligent Communications can also increase employee productivity. IP networks can support video applications, and inexpensive cameras can be powered through the network. Remote video capabilities can help lower training costs for store personnel, quickly bringing new hires up to speed or providing regular updates on new products. In addition, the ability to offer more regular training may also help reduce employee turnover as retail associates become more knowledgeable and skilled. For examples of how other companies have used Intelligent Communications, see the Resources section below. | 
