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'Cake Boss' bakery uses unified communications to streamline sales

Tim Greene | March 20, 2014
Avaya provides infrastructure for business boosted by success on reality TV

Minervini chose Avaya for most of the network infrastructure, from core switches, to phones, its call center and Wi-Fi access points.The company has standardized on iPads for its mobile infrastructure and they have many uses. Workers can check emails, receive voicemails as email attachments and, with the Avaya one-X client installed, can make and receive phone calls. He says one worker was checking stock in the warehouse using an inventory app on the iPad while simultaneously engaging in a voice call. "How's that for multi-tasking?"  Minervini says. "We're mobile, and we work around the clock."

The iPads are used in stores as point-of-sale system. When a store is swamped, it sends a salesperson out from behind the counter to take orders from people standing in line, using the iPad to submit the order and make the sale. Staff behind the counter bags the orders and passes them out.

Carlo's Bakery uses cloud application services heavily, especially from, including its CRM app, Service Cloud ticketing app, and its Chatter messaging service. He says decorators in the factory use Chatter to communicate with sales people  who take custom cake orders from customers in order to make sure what they create meets customer specs.

He plans to roll out video consulting over the system next month. Online customers will be able to schedule half-hour appointments with cake consultants to nail down details of wedding cakes, for example, with the consultant able to show options. Customers will receive a URL to follow that ties them into the Avaya video session, he says. He prefers to use native Internet voice, but could use traditional voice to ensure quality.


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