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Evaluating Mobile Communications Solutions for the Hybrid Workforce

  • Report

  • 72 Pages
  • May 2022
  • Region: Global
  • Frost & Sullivan
  • ID: 5599593

Novel Solution Designs Address Important Market Gaps

Over the past two decades, mobile communications have become an indelible part of most people’s personal and business lives. The benefits of mobile communications in driving productivity and efficiencies in modern organizations are hard to miss as workforces become increasingly distributed and mobile. However, few organizations employ robust mobile communications strategies that fully address diverse workforce requirements.

The COVID-19 pandemic and related business lockdowns brought drastic changes in work styles across industries and geographies. The shift to remote and hybrid work, as well as a newly gained appreciation for the flexibility to work from anywhere, anytime, are likely to have a long-lasting impact on all types of organizations around the world. Most organizations will go through lengthy and painful processes of transforming their business processes, work spaces and company cultures. However, digital technologies will be universally recognized as a key enabler of business transformation.

Mobile-ready and-mobile-first communications, more specifically, are likely to experience accelerated adoption as organizations aim to achieve multiple goals, including:

  • Rationalize communications environments presently consisting of multiple disparate wireline and mobile solutions
  • Empower diverse workforces - including desk-bound remote, hybrid and in-office staff and frontliners - to stay connected and productive regardless of physical location
  • Attract and retain staff - digital natives, in particular - by providing them with modern mobile communications and collaboration tools that better align with their life and work styles and technology preferences

Technology advancements, including 5G connectivity and improving device capabilities, will enable better user mobile experiences and increase decision-makers’ comfort in adopting mobile communications solutions. Smart organizations are likely to adopt mobile-forward strategies whereby future communications investments will be aligned with permanently shifted work styles and a strong appreciation for the benefits of mobility.

The common advantage of true FMC solutions is integrating the user’s business identity on their mobile device. However, the different FMC architectural designs accomplish this goal differently, as well as present different advantages and disadvantages. There are differing opinions on whether the future of FMC is in app-based or native (core-based) mobile capabilities.

An app-based approach typically helps a user’s business identity co-exist with the consumer identity on the same mobile device. This approach is commonly preferred in bring-your-own-device (BYOD) scenarios. Another key advantage of the app-based-approach is the ability to access different business communications and collaboration modalities (e.g., calling, video meetings, messaging) within the same app.

A native mobile dialer enables a more natural user experience when it comes to calling. This approach is most preferred by highly mobile users who need to make calls frequently using their business identity. A dual-SIM approach can enable the co-existence of both the consumer and business identities on the same device, but typically a native mobile dialer is preferred when the employee is using a company-sponsored device and subscription.

This study provides valuable information on customer technology solution and partner selection criteria, perceived technology benefits and mobility investment plans. The included market analysis can help technology developers, service providers, technology buyers and others in the mobile business communications ecosystem develop sustainable strategies.

Table of Contents

1. The Tough Journey to Fixed-Mobile Convergence (FMC)
  • The Consumer Approach to Mobile Communications at Work
  • The Case for Business Mobile Communications
  • Evolving Work Styles Drive New Technology Requirements
  • FMC Approaches and Designs
  • One-size FMC Does Not Fit All
  • Comparing Different FMC Solutions
  • The Unfulfilled Promise of FMC
  • The Future of FMC Looks Promising

2. Overview of Selected Mobile PBX and UCaaS Solutions
  • Cisco IMS Integration - Verizon, Rogers Communications, TDC/Nuuday
  • Cisco Webex Go
  • Dstny for Service Providers
  • Enreach for Service Providers
  • Metaswitch MaX Mobile
  • Microsoft Operator Connect Mobile
  • RingCentral IMS Integration
  • Dialpad and T-Mobile
  • Other Approaches to Carrier-Led FMC

3. The Role of Mobility in Evolving Business Communications Requirements
  • Survey Study Objectives
  • Evolution of the Cloud Communications Market Survey - Research Methodology
  • IT/Telecom Decision-maker Investment Priorities Survey - Research Methodology
  • Core Business Requirements Live On, But New Use Cases will Drive Industry Evolution
  • Mobility to Boost Demand for Enterprise Telephony/PBX Functionality
  • Mobility Can Solve PSTN Access Limitations
  • Categories of Workers Equipped with Mobile Apps
  • Mobility is a Key Enabler of Frontline Productivity
  • Frontline Worker Usage of Mobile/Smartphones
  • Frontline Worker Usage of Mobile Identity
  • Mobile UCaaS Must Offer More Than Mobile Calling
  • Cloud PBX Solution/Provider Selection Criteria
  • Demand for Additional Cloud Communications Capabilities
  • Mobility will Define Future User Experiences
  • Communications Endpoints Usage
  • Expected Change in Communications Endpoints Usage
  • Mobile Software Client Usage
  • PC-based and Mobile Software Client Usage
  • Mobile Software Client Usage Trends

4. Customer Perceptions, Current Usage and Future Adoption of Mobile Communications Services and Devices
  • Importance of Simultaneous Ring
  • Importance of Find-Me, Follow-Me
  • Importance of Soft Phones
  • Importance of Browser-Based (Typically WebRTC) Apps
  • Importance of Native Mobile Dialers
  • Importance of DECT/VoWLAN Devices
  • Importance of Paging/Walkie-Talkie
  • Importance of Mobility Solutions - Must Have It
  • Importance of Mobility Solutions - Must Or Would Like To Have It
  • Mobile Apps Adoption Drivers
  • Mobile Apps Adoption Barriers
  • Benefits of Using 5G Connectivity

5. Mobile Solutions Investments and Management
  • Company-provided Mobile Apps Current Use
  • Company-provided New/Additional Mobile Apps to be Introduced
  • Mobile Business Apps Strategic Partners
  • Mobile Business Apps Partner Selection Criteria
  • Enterprise Mobility Management Upgrades and Investments

6. Key Findings, Growth Opportunities and Strategies for Service Providers
  • Key Findings
  • Growth Opportunity - Mobile-First UCaaS
  • Growth Strategies for Communications Service Providers
  • List of Exhibits
  • Legal Disclaimer

Companies Mentioned

A selection of companies mentioned in this report includes:

  • Cisco
  • Dialpad
  • Dstny
  • Enreach
  • Metaswitch
  • Microsoft
  • RingCentral
  • Rogers Communications
  • T-Mobile
  • TDC/Nuuday
  • Verizon