Re-imagining The Mobile Enterprise
The business communications landscape is evolving significantly with technology, driven by smartphones, enabled by IP networks and advanced by new ways of working.
People are bringing their mobile phones and tablets to the office. The advent of BYOD (bring your own device) is changing IT costs and mobile strategies for businesses across the globe. Two large shifts underpin this change. 1) IT budgets are shifting from a Capex model, based on purchasing new equipment, to an Opex model, based on delivering security, enhanced compatibility and new processes. 2) Enterprises are supporting more of their enterprise functions on mobile devices, and enabling simpler communications solutions to be more deeply embedded into their apps and websites.
73% of senior executives see their mobile devices as critical to how they do business.
This creates the opportunity for enterprises to rethink internal and external processes. While most people do many things on their smartphones, Millennials (who make up one third of the world’s population) do almost everything on their preferred screens—phones, tablets, watches, and TVs. The majority of consumers will check a website before emailing or calling a company—which is transforming the way companies do business.
Layering in M2M, IoT and Big Data
But the mobile enterprise doesn’t end with simple mobile phones. Combining mobile advances with the growth of M2M and IoT means that enterprises can redesign processes and new customer experiences, adding personalized and contextual elements. Add in Big Data analytics and customer experiences can reach an entirely new level.
Imagine you open a chat with a call center agent to help you with your FitBit. Your FitBit has been transmitting real-time data back to the company, so the agent who answers your chat already knows that you restarted your FitBit 4 times. That agent can have more “contextual communications” with you since they have a more complete picture of what’s going on without you even having to relay the information—creating a faster, more effective, more accurate, more satisfying customer experience.
Bring on Real Time
The adoption of IP underlies the intersection of real-time communications between mobile and fixed carriers and today’s connected enterprise.
Real-time communications services bridge the convergence of communications – fixed, mobile and enterprise – and cloud. They allow operators and enterprises alike to extend experiences between domains. That means an employee can use the same business-critical voice and collaboration services at work as he or she uses on a mobile network. It also means a consumer can use the same high value services an employee does.
The game-changer is the seamless experience across both enterprise and wireless networks for the user.
It’s time for enterprises to look at the mobile evolution to not just virtualize, but revolutionize. The transformation to all-IP LTE and IMS networks is bringing revolutionary change to mobile services. The underlying transformation, driven by software virtualization, cloud and access like Wi-Fi, will impact every aspect of the mobile and enterprise ecosystem.
Deploying a new technology culture
Deployment models are changing from communications software installed on-premises to software purchased on-demand from the cloud. With cloud-based services offering a diverse set of voice features, unified communication and collaboration applications, enterprises have a wide range of choices and flexible deployment models to meet their unique communications requirements
The opportunity ahead is enabling simpler and more personal communications experiences.
Employees will no longer accept a culture of fragmentation for unified communications, but will look for opportunities to collaborate, and work more efficiently, effectively and seamlessly.
At Mitel, we know the way people fundamentally communicate in today’s business environment is increasingly mobile-centric. Voice is no longer the dominant mode of day-to-day business communications: messaging, IM, video, and web collaboration are all significant forms of real-time communications that are genuinely disrupting the way business is done.
It’s all coming together
Mobile + Enterprise + Cloud = Mobile Enterprise
Carriers of all types, including wireless, wireline operators and cable providers, are seeking to simplify their networks and operations while expanding their service delivery capabilities. This transformation is being driven by an underlying theme of IP convergence. Software-based, all-IP networks are sharing common enablers across consumer and enterprise services, eliminating process barriers. This is all coming together to provide new services while driving cost and inefficiency out of the system.
The growth of M2M combined with mobile device saturation means that enterprises can redesign processes and new customer experiences, adding personalized and contextual elements. Finally, as Big Data and analytics become more refined, the customer experience and journey will move to a new level.