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Voice Moves From the Phone System to the Connected Store, VoCoVo Podcast
By Doug Green “AI, cloud communications, and mobile-first design are reshaping what voice means in a retail setting, and why this shift represents a major opportunity for the telecom channel,” says Paul Birkin, Chief Technology and Product Officer at VoCoVo. In this Technology Reseller News podcast, Paul Birkin of VoCoVo discusses how retail communications are moving beyond the traditional telephone system and becoming part of a broader connected-store environment. In that model, voice is no longer just a way to make or receive calls. It becomes the real-time interface between frontline retail associates, AI platforms, inventory systems, customer service tools, security systems and store operations. Birkin explains that retail associates often need immediate answers while they are standing in front of a customer. A shopper may ask whether an item is in stock, whether a product is vegan-friendly, whether a garment is made of cotton, or whether a promotion applies. Traditionally, the associate might need to leave the customer, find a terminal, check with a manager, or search for someone with more experience. VoCoVo’s approach is to bring that information directly into the associate’s ear. The associate asks a question by voice. VoCoVo converts that voice into text, connects into the retailer’s AI platform, receives the answer, converts it back into voice, and delivers it to the associate in near real time. The result is a more informed associate, a better-served customer, and a faster retail interaction. The conversation also explores how this same connected voice layer can support broader store operations. Birkin describes VoCoVo as sitting at the heart of the connected store, linking associates to call points, stock systems, automated alerts, refrigeration systems, cameras, and other store technologies. A failed fridge, a low-stock alert, a customer request, or a security notification can all be routed to the right person at the right time. For telecom resellers and channel partners, the opportunity is clear. Retailers are looking for ways to improve customer service, make frontline teams more productive, and integrate AI into real-world operations. VoCoVo shows how voice can become the practical bridge between AI systems and the people working on the shop floor. Learn more at www.VoCoVo.com
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