August 31, 2017
Mobile devices have transformed virtually every profession in some way.
If you work in medicine, finance, manufacturing, logistics, transportation, sales, energy production, and many other fields, then it is likely that you have benefited from the improved reachability and responsiveness made possible by mobile devices.
Nearly all work-age adults in the US have some form of cell phone, according to data from the Pew Research Center.
That means we increasingly rely on these devices for our day-to-day activities, both personal and business. It would be rare to find a business professional today who has not used a mobile device to complete business tasks at some point.
And in many cases the mobile device has become the primary communications tool for certain professions. This has happened at the same time as many of our companies have gone through extensive digital transformations, as company data has been digitized and made accessible to users on the go.
The result is that our companies are now becoming “Mobile First” in terms of how people do their jobs, how they communicate, and how their IT managers need to support them.
The IT Challenge
If you manage IT for an enterprise with an increasingly mobile workforce, then the challenge is how you can seamlessly integrate mobile devices into your operations.
How can you support these modern mobile professionals without introducing compliance violations, security problems and user support headaches?
Consider these challenges:
- Mobile devices operate on a separate network from your standard corporate communications systems, such as your desk phones. That means the communications on your users’ mobile devices are out of your direct control and typically can’t take advantage of the business calling features you make available to users on desk phones.
- Mobile devices are typically not in scope for call recording and monitoring for quality assurance. So important customer communications may be taking place outside your workforce optimization (WFO) and quality processes.
- If you are in an industry that deals in protected information – such as healthcare or finance – how do you ensure the communications are compliant with the security, privacy and recording rules?
- If you permit personal devices as part of a Bring Your Own Device (BYOD) program, then how do you enforce the call recording and compliance policies on these devices?
- If your users are on personal devices, then are their personal numbers showing up as the Caller ID? That undercuts your corporate identity because all the different personal mobile numbers will create a fragmented and confusing experience for the customers and partners your team is calling.
Addressing the challenges
An effective corporate mobility program can address these challenges by integrating your users’ mobile devices directly into your corporate communications systems. This enables you to:
- Make all your users’ mobile phones extensions of your corporate communications systems. So in effect a user’s mobile phone becomes the equivalent of a traditional desk phone extension. Users can activate business calling features like conferencing and in-office dialing on their mobile phones.
- Bring mobile devices into scope for your call recording, compliance and WFO tools, because the mobile devices are now extensions of your communications systems.
- Enforce compliance policies on users’ mobile phones with your existing compliance tools.
- Permit personal devices to be used in BYOD because corporate policies and compliance can be enforced on these devices.
- Make all business calls from all mobile devices (including BYOD) carry your corporate calling identity, ending identity fragmentation.