New research: Why 94% of users Ignore Mobile UC Apps for calling

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Posted by Nigel Smith, Head of EMEA Sales for Tango Networks

July 22, 2020

The verdict is in, and it's not good for the future of Mobile Unified Communications phone apps.

Closeup portrait aggressive, mad, frustrated angry woman yelling on phone isolated white background. Negative human emotion, facial expression, feeling, reaction. Communication, conflict resolution

It turns out that 19 out of 20 employees don't use their companies' authorized mobile phone UC apps to make voice calls, according to new research this week from Nemertes Research.

We will discuss more about these findings in tomorrow's Comms Business webinar about native mobile services and new channel offerings.

If you have not registered yet, don't miss this important session about how channel partners are winning sticky new business: https://view6.workcast.net/register?cpak=3356694180198349&referrer=Tango

Mobile UC is taking the business world by storm.

One common way to extend a company's voice platform to mobile phones is via a mobile UC app that goes "over-the-top," meaning it uses the mobile data channel for voice and other UC.

It's a nice idea, but we've seen a very spotty track record in how well these mobile UC apps perform in the real world.

And this week Nemertes Research released data from an extensive study that confirms what we suspected all along: users simply don't want to use those apps for making and receiving calls.

Nemertes surveyed 525 organizations and learned that nearly 24.4% of participants had deployed mobile UC apps to their employees.

Just 5.7% of employees with IT-provided UC apps use them for making phone calls, according to the research readout from Nemertes Vice President Irwin Lazar.

Why so few? The research says that users give these reasons:

  • 69.5% prefer the native dialer
  • 22% consider the app difficult to use
  • 17.1% report poor voice quality with the app
The heavy impact on IT

You might think that users ignoring the authorized IT UC app has minimal impact on the business. But that view is wrong.

Nemertes found a wide range of implications to this problem:

  • Inability to record c alls when necessary
  • Difficulty protecting private information
  • Confusion when employees use personal cell numbers
  • No company caller ID when an employee calls customers or partners
  • Inability to manage call routing and keep costs in check
  • No way to enforce policies
  • Lack of analytics data for customer experience management

The solution to the UC app problem is for companies to extend the UC platform to employee phones natively, using the native features and capabilities of the phone and mobile network. 

That's what our Mobile-X service does for business users today.

The Superior Mobile UC Experience

Tango Networks’ Mobile-X is the industry’s first offering providing native mobile service for business in a channel-ready offering.

Our channel partners are offering sticky new mobile services that solve the UC app problem. Users can activate the UC platforms business features with the native phone interface, performing tasks such as call forwarding and conferencing.

Mobile-X enables users to place mobile calls that have the company's caller ID, even when the user is on a personal phone.

Services supported today by Mobile-X include Mobile Unified Communications and "Mobile First" communications strategies, mobile communications recording,  work-from-homeremote workerteleworker, telecommuting and business continuity programs. 

Learn more about channel-ready benefits of reselling Mobile-X by registering for the webinar today: https://view6.workcast.net/register?cpak=3356694180198349&referrer=Tango

 

Tagged : enterprise mobility, mobile UC, mobile, mobile workforce

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