USD
GBP
CNY
EUR
INR
JPY
MYR
ZAR
KRW
THB
Empowering Frontline Workers to Drive Business Transformation
Empowering Frontline Workers to Drive Business Transformation
UC Buyers’ Perspective on Equipping Frontline Workers with Digital Communications and Collaboration Tools
20-Dec-2022
North America
$4,950.00
Special Price $4,455.00 save 10 %
Description
Frontline workers are a key part of the workforce in the majority of organizations. Out of approximately two and a half billion non-desk/frontline workers around the world, an estimated one billion require tailored communications and collaboration tools to complete their job tasks.
There is no perfect definition of frontline workers. Generally, frontliners are employees within an organization who must be physically present at a business or customer location to perform their job duties. Frontline workers comprise a diverse category of workers that typically do not perform their job tasks full-time at a desk. Other characteristics that frontline workers have in common include indoor or outdoor mobility and the need for wireless connectivity, hands-free communication tools, ruggedized communications devices and integration with vertical apps and/or IoT devices.
Frontline worker communications and collaboration requirements differ based on the job tasks they perform. Workflows vary significantly by industry and job function, which suggests that communications and collaboration tools must be tailored for different types of frontline workers.
Most technology vendors and service providers still lack clearly defined frontline worker strategies. Certain vendors have, however, launched vertical strategies, which aim to provide tailored capabilities to both desk and frontline workers in selected verticals.
To empower frontline workers, technology developers and service providers must understand key industry challenges, trends and workflows. Tailored solution functionality, packaging and pricing may be required. Broader solutions portfolios that enable one-stop shopping can provide value in certain verticals. Dedicated vertical experts within provider organizations, as well as multi-party industry alliances can help communications providers develop strong value propositions for targeted verticals.
A combination of legacy and next-generation tools, tailored for each vertical, can provide the greatest value to different frontline workers. Alongside the communications and collaboration tools typically used by office workers, equipping frontline workers may also require unique devices and services:
• Devices and solutions to support on-premises or campus mobility: digital enhanced cordless telecommunications (DECT), voice over wireless
local access network (VoWLAN), push-to-talk, walkie talkie, overhead paging and wearable devices and peripherals, intelligent voice assistants
and/or custom-tailored hands-free/voice-controlled devices
• Devices and solutions to support field or customer jobsite mobility: vehicle-mounted devices designed for hands-free use and tracking,
“communications in a box” for kiosk or emergency deployments, ruggedized devices for harsh environments
• API-enabled integrations to embed communications with shift scheduling applications, inventory management, property management systems
and other vertical solutions
• Vertical-specific integrations and deployments
• Artificial intelligence (AI)-enabled data reporting analytics
• Artificial reality (AR)/virtual reality (VR)-enabled tools
• API/communications platform as a service (CPaaS)-enabled notifications and alerts
• Industry compliance (e.g., Health Insurance Portability and Accountability Act (HIPAA), General Data Protection Regulation (GDPR), Payment
Card Industry (PCI), USA Patriot Act, Sarbanes-Oxley, Basel II)
This study provides an analyst perspective on the opportunity to empower frontline workers with advanced communications and collaboration tools. It includes data from a survey of global IT and telecom decision makers to quantify investment priorities and gain insights into tools used to enhance frontline worker productivity. The study also identifies best practices and growth strategies for technology developers and service providers targeting organizations employing frontline workers.
Author: Elka Popova
Table of Contents
Research Objectives and Methodology
Respondent Profile
Introduction
The Frontline Worker Opportunity
Frontline Workers Defined
Frontline Workers Defined (continued)
Equipping Frontliners with the Right Tools
Key Findings
Top Business Goals
Communications and Collaboration Investment Drivers
Frontline Workers are the Backbone of Most Organizations’ Workforces
Crucial Technology Investment Drivers
Crucial and Very Important Technology Investment Drivers
Crucial and Very Important Technology Investment Drivers, By Vertical
Crucial and Very Important Technology Investment Drivers, By Vertical (continued)
Perceptions of Whether Frontline Workers are Digitally Well Equipped
Perceptions of Whether Frontline Workers are Digitally Well Equipped, By Vertical
Technologies Frontline Workers are Using Today
Technologies Frontline Workers are Using Today, By Vertical
Technologies Frontline Workers are Using Today, By Vertical (continued)
Technologies Frontline Workers are Using Today, By Vertical (continued)
Technologies in which Organizations Plan to Invest to Empower Frontline Workers
Technologies in which Organizations Plan to Invest, By Vertical
Technologies in which Organizations Plan to Invest, By Vertical (continued)
Technologies in which Organizations Plan to Invest, By Vertical (continued)
Crucial Capabilities when Investing in Communications and Collaboration Solutions to Empower Frontline Workers
Crucial and Very Important Capabilities when Investing in Communications and Collaboration Solutions to Empower Frontline Workers
Crucial and Very Important Provider/Vendor Capabilities, By Vertical
Crucial and Very Important Provider/Vendor Capabilities, By Vertical (continued)
Communications and Collaboration Tools Used Most by Frontline Workers
Communications and Collaboration Tools Used Most by Frontline Workers
Communications and Collaboration Tools Used Most by Frontline Workers
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Enablement Goals
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Enablement Goals
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Enablement Goals
Communications Provider Vertical Strategies
8x8
Atos
Avaya
Avaya (continued)
Cisco
Cisco (continued)
GoTo
Intermedia
Microsoft
Mitel
RingCentral
Theatro Labs
Theatro Labs (continued)
Wildix
Zoom
Telecom Operators
Growth Opportunities in the Frontline Worker Market Segment
Importance of Technology Investment in the Next Two Years: Manage Shifts and Schedules
Importance of Technology Investment in the Next Two Years: Access Applications and/or Data Remotely
Importance of Technology Investment in the Next Two Years: Work Collaboratively With Teammates
Importance of Technology Investment in the Next Two Years: Interact with Office Workers or Management Efficiently
Importance of Technology Investment in the Next Two Years: Track and Document their Work
Importance of Technology Investment in the Next Two Years: Interact with Customers Efficiently
Importance of Technology Investment in the Next Two Years: Access Integrated Information Sources
Importance of Technology Investment in the Next Two Years: Summary—Bottom 2 Box
Importance of Technology Investment in the Next Two Years: Summary—Mean Scores
Technologies Frontline Workers in Your Organization are Using Today: Enterprise Telephony (e.g., PBX/UC, Cloud PBX/UCaaS)
Technologies Frontline Workers in Your Organization are Using Today: Cloud Video Meetings
Technologies Frontline Workers in Your Organization are Using Today: Team Messaging/Team Spaces
Technologies Frontline Workers in Your Organization are Using Today: Self-service Analytics
Technologies Frontline Workers in Your Organization are Using Today: Learning and Performance Management Systems
Technologies Frontline Workers in Your Organization are Using Today: Artificial Intelligence
Technologies Frontline Workers in Your Organization are Using Today: Virtual/Remote Workspaces
Technologies Frontline Workers in Your Organization are Using Today: Tablets (Including Foldables)
Technologies Frontline Workers in Your Organization are Using Today: Security and Protection for Every Employee, Device, and End Point
Technologies Frontline Workers in Your Organization are Using Today: Mobile/Smartphones
Technologies Frontline Workers in Your Organization are Using Today: Software Bots
Technologies Frontline Workers in Your Organization are Using Today: Internet of Things (IoT)
Technologies Frontline Workers in Your Organization are Using Today: Mixed/Augmented/Virtual Reality
Technologies Frontline Workers in Your Organization are Using Today: Wearable Devices
Technologies Frontline Workers in Your Organization are Using Today: Mobile Identity
Technologies Frontline Workers in Your Organization are Using Today: Biometric Authentication Methods
Technologies Frontline Workers in Your Organization Using Today: Summary—Don't Need/No Plans To Invest
Importance of Vendor/Provider Capabilities: Provider Deep Knowledge of Your Industry’s Challenges
Importance of Vendor/Provider Capabilities: Tailored Solutions for Your Frontline Workers’ Unique Needs
Importance of Vendor/Provider Capabilities: Communications Solutions Integration with Mission-Critical Workflows
Importance of Vendor/Provider Capabilities: Provider Partnerships with Vertical Solution Specialists
Importance of Capabilities: End-to-End Solutions Portfolio (Infrastructure, Services, Applications, Devices, Etc.)
Importance of Capabilities: Dedicated Vertical Experts within Provider Organization
Importance of Capabilities: Summary—Bottom 2 Box
Importance of Capabilities: Summary—Mean Scores
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
Growth Opportunities Fuel the Growth Pipeline Engine™
List of Exhibits
List of Exhibits (continued)
Legal Disclaimer
Popular Topics
| Author | Elka Popova |
|---|---|
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | empowering workers |
| Keyword 2 | business transformation |
| Keyword 3 | business for transformation |
| Podcast | No |
| WIP Number | K87B-01-00-00-00 |