Article

NRF14: Self-service at the ready for retail's adoption

The BIG show is underway, serving up a healthy dose of self-service tech.

January 13, 2014 by Natalie Gagliordi — Editor of KioskMarketplace.com, Networld Media Group

During Sunday's lineup of information sessions at the National Retail Federation's Big Show, the research director for IDC Global Retail, Leslie Hand, noted that for retailers to truly differentiate and satisfy consumers, "all interactions must come from a deep understanding of who your customers are and engaging them in a dialogue of how ... to create opportunities to vest the consumer in the experience."

If this year's exhibition hall is any indication, solution providers are well-prepared to meet the needs of constantly evolving, next-gen shopper. Technology providers have packed into New York City's Jacob K. Javits Center, showcasing varied wares ranging from interactive kiosks and digital signage displays to mobile-focused applications for loyalty and payments.

Here is a selection of the show's fresh tech that's popping up in the field of interactive self-service:

Cisco's Remote Expert and SmartLockers

As brick-and-mortar retailers fight to remain relevant amidst the looming threat from online shopping, a suite of solutions has cropped up that blurs the distinction between the two. Endless aisle applications and in-store "smart" lockers are becoming the de-facto standard for forward-looking retailers. With Cisco's Remote Expert and SmartLockers, self-service shows its critical role in the implementation of those technologies.

Using the Remote Expert solution, shoppers can browse products without the limitation of what's available on-site. The kiosk can also link the customer to a company expert for advice via real-time video. The result, the company said, is immediate access to highly relevant content and expertise that enhances the shopper's experience. Cost savings is an added benefit, as retailers can reduce spending by maintaining virtual teams of experts instead of hiring for each location.

The Cisco SmartLockers stray little from the similar technologies already out in the marketplace, offering customers the ability to pick up online orders in remote store locations, without the need to interact with store associates. Shoppers use a touchscreen to enter or scan an authorization code that automatically opens the right locker. If problems arise, the customer can start a Cisco-powered video call on the same screen for assistance.

Motorola's Customer Concierge

Continuing the quest for interactive, engaging experiences, Motorola's CC5000 Customer Concierge line offers a touchscreen-driven self-service platform that the company said can improve customer service as well as enhance and personalize the shopper's experience.

Running the Jelly Bean version of the Android operating system, the CC5000 series allows retailers to write their own apps or mix and match Motorola's optional customizable app. The CC5000 Communications Suite offers real-time access to live assistance and on-site or remote customer support, while also giving shoppers the opportunity to engage in an immediate voice or video call. The CC5000 Retail Suite enables shoppers to search for products, read reviews, look up information, and purchase items not available in the store. Going the extra mobile mile, the CC5000 Mobile Suite allows shoppers to pair their smartphones to the Customer Concierge for a differentiated loyalty, payment and personalization experience, the company said.

NCR and Intel

Building on a 30-year partnership between NCR and Intel, the tech giants collaborate yet again with a range of products that aim to "reinvent the customer experience."

The NCR RealPOSTM XR7 is the pair's newest point-of-sale terminal that features an all-in-one design, a zero-bezel touchscreen with multitouch, and integration with the fourth generation Intel Core processor family.

Converged retailing is the goal with the NCR Advanced Store Mobile POS with Clienteling. Built on Intel processing power, the solution provides a personalized customer experience across all channels by linking inventories with e-commerce platforms.

This video from Intel offers a peak of its Connected Store portfolio:

Star Micronics

Star has on display its new mobile POS and customer engagement technologies that include ProxiPRNT mobile printing and secure cash management technology and wireless cash drawer solutions for mobile POS.

ProxiPRNT enables remote access of POS peripherals based on the physical proximity of the tablet or smartphone device being used by the sales staff, the company said. The new wireless cash drawers are equipped with standard RJ11 cable connection and Bluetooth, MFi certified Bluetooth, Ethernet or WiFi connectivity. Other technologies on display include:

• DK-AirCash: A wireless cash drawer management option is available with Bluetooth, Ethernet, MFi certified Bluetooth or WiFi connectivity.
• WebPRNT: Enables printing from any device including Android, iOS or Windows and from any Web-based or native application to Star's TSP650II WebPRNT receipt printer.
• The "i" Series: MFi certified Bluetooth printing solutions including portable (SM-S220i, SM-T300i, SM-T400i) or desktop (TSP650II BTi) options compatible with all operating systems.
• AsuraCPRNT: Interactive all-in-one mini kiosk and customer engagement device with an integrated printer and optional 2D imager and magnetic stripe reader.

KIOSK Information Systems

KIOSK has on display its newest Multifunction Money Services platform, a solution that the company said provides a holistic approach to self-service with customizable full-feature hardware, software, remote management and services.

The NRF show model is configured for stand-alone in-store services, but can be customized for 24-hour unassisted or through-the-wall deployment needs, the company said. The Money Services kiosk integrates with existing service infrastructures and ATM platforms to incorporate services that include:

• money transfer;
• check cashing;
• bill payment;
• GPR card services;
• ATM; and
• mobile top-up, advertising and loyalty.

Also on display is KIOSK's site-to-store delivery locker, representing a demand trend that KIOSK CEO Tom Weaver calls unprecedented.

"This is among the fastest growing self-service applications KIOSK has seen in the last ten years," he said. "Since KIOSK introduced our custom locker solution approach at last year's NRF Big Show, we're actively engaged in ten major projects with leading retailers, residential property service companies, as well as delivery and phone charging solution providers." 

Read more about self-service in retail.