Although wireless voice technologies widen the reach of enterprise mobility, they have also created a new set of challenges for the mobile worker: users are cut off from in-office time-saving PBX functionality and are forced to manage multiple phone numbers, devices and voicemails.
So says Sadiq Malik, director of business operations at BCT Global, who adds that adoption of VOIP only stands to further complicate things, as new devices and infrastructure are introduced to the mix. "It has become clear that simply arming the enterprise with wireless phones or devices is a strategy that creates a number of disadvantages."
He says revenue retention is one of these: "Critical business issues that require an immediate response can crop up at any time. Calling multiple numbers for every person that needs to be involved can not only waste valuable time, but cost a company valuable business."
Malik cites productivity as another, and says managing multiple phone numbers and multiple messaging solutions simply takes more time, particularly with field professionals who are on the road and are highly dependent on the phone. According to him, productivity can also take a hit when you separate employees from PBX functionality like four-digit dialling, call forwarding and call transferring.
In terms of client retention, Malik says when an employee's personal wireless phone number becomes the primary number for customers and prospects, the threat of losing the client when the employee leaves can increase significantly.
Talking of compliance, he says in businesses where voice communications need to be archived, conversations over private cellphone networks can create a risk of non-compliance.
A final disadvantage is collaboration: "In an increasingly mobile world it becomes more challenging to collaborate with colleagues who may also be away from their desk."
According to Malik, most companies have an existing telephony infrastructure consisting of heterogeneous hardware, making wireless/wireline convergence more of a challenge. He says such a complex mix of wireless, WiFi, and IP networks and infrastructures made up of non-proprietary, heterogeneous components, results in a company only getting the benefits of enterprise VOIP mobility today with a costly rip and replace.
Anywhere, anytime
Malik says the wireless e-mail model comes closest to making users fully mobile. "E-mail follows the user and keeps them continuously connected, and because they run off of the enterprise e-mail server, users don't need a separate e-mail account or profile.
"By extending all the powerful features of a PBX desktop phone to any phone, mobile users can stay productive and responsive from anywhere, anytime."
Translated into voice mobility terms, he says enterprises should look for a solution that provides out-of-office users one-number reachability, one voice mail, full access to PBX functionality, and find me/follow me functionality that ensures users are getting their calls as they come in, regardless of where they are or what device they are using.
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