Tag: Enterprise Mobility

Step One in Mobilizing Your Contact Center: Send Your Agents Home

by , posted in Mobilize
K. Landoline
K. Landoline

Summary Bullets:

  • Initiating a remote agent program is an effective way to get started in mobilizing your contact center.
  • The economic and human resource benefits of a remote agent program to the enterprise and the agents are too important and substantial to ignore in contact center planning efforts.

The mobility revolution is affecting every aspect of the business world today as workers are expected to be available from anywhere at any time, and customers demand 24×7 corporate access from the device of their choice. In the long term the shift to mobility will affect all stakeholders in the customer care environment including the agents, the contact center managers and the customers. In this initial blog on the topic I will focus on the agents.

Continue reading “Step One in Mobilizing Your Contact Center: Send Your Agents Home” →

When is a Tablet Not a Tablet?

by , posted in Mobilize
Brian Riggs
B. Riggs

Summary Bullets:

  • Tablet-like mobile end points from Cisco and Avaya are distinct from consumer tablets
  • Cisco Cius and Avaya ADVD are distinct from each other

Cisco Cius and Avaya Desktop Video Device (ADVD) – They look like tablets: Mobile computers built into a flat touch screen, and are larger than a smartphone, but smaller than a laptop. They act like tablets with swipe interfaces. They have access to a variety of personal and video apps, and in Cius’ case, an app store. But they’re not tablets. At least IT managers shouldn’t think of them in the same way they think of tablets.
Continue reading “When is a Tablet Not a Tablet?” →

Are Managed Services a Viable Answer to Mobile Device Mania in the Enterprise?

by Kitty Weldon, posted in Mobilize
K. Weldon
K. Weldon

Summary Bullets:

  • Huge rise in mobile device usage in the enterprise is kick-starting use of telecom expense management (TEM), mobile device management (MDM) and mobile security
  • Current Analysis research shows that most enterprises still patch together solutions from third-party vendors; trust in managed services will take more time

In a recent Current Analysis survey of approximately 600 businesses in the U.S. and Europe, 82% of respondents noted that employee-owned mobile devices are accessing data residing on corporate networks or servers; however, only 60% of the companies explicitly allow this practice. Further, 73% of these businesses are planning to buy tablets for their employees, adding to the smartphone types and OSs already in the mix. Clearly the environment for managing costs, reining in the usage and application types accessed by employees, and centralizing device management and security is becoming very complex.

Continue reading “Are Managed Services a Viable Answer to Mobile Device Mania in the Enterprise?” →