By Jeff Catz, Head Product Innovation
Mobile for business is now centre-stage. For many business users, the mobile has become their primary device of choice, not just for communication, but with the potential to include collaboration and productivity too. Enreach has long been a pioneer of ‘mobile first’, with advanced yet easy-to-use fixed mobile convergence (FMC), smart routing and other features, many of which remain unique in the market today. Plus, MOBiiS is market-proven and widely deployed by service providers globally.
Mobile-first has so many benefits, taking advantage of the unrivalled intelligence and user experience of mobile devices, giving SMBs multiple ways to manage daily business operations and enhancing the user experience. All this can be achieved without needing a dedicated IT department, technical integration, complicated documentation or training. MOBiiS leads the way in the consumerisation of IT. Here are some use cases demonstrating the benefits of MOBiiS in action.
Far more than just a means to communicate and collaborate, with MOBiiS, users can turn their smartphones into tools to manage and initiate a variety of actions, not just on the mobile but controlling some desktop apps on a deskphone and acting as a second screen.
Why do this? Because mobiles are the only place where — without a lot of complicated IT integration — so much intelligent information resides. For example, most people have all their business and personal contacts converged on their mobiles and can also have CRM apps on them. So, it is easy to look up a customer or supplier, initiate a call (or video or chat) and then, if required, instantly switch to the desktop screen or deskphone (which does not have anywhere near the same level of intelligent data).
With MOBiiS’ unique smart routing feature, use any network to receive or make a call, seamlessly switching from WiFi to GSM and back again. No manual intervention is required: even when the phone has its locked screen on, MOBiiS is continually monitoring the situation and, when needed, will select the best network connection.
Imagine a team working in a warehouse or basement area without GSM coverage. However, it is fine for them to receive calls (whether via their fixed or mobile numbers), because they still have WiFi connectivity. In addition, instead of using MOBiiS automated network choice, users can also select GSM-only or VOIP-only mode or disconnect from the enterprise network altogether when wishing to be unavailable.
Giving employees the ability to ‘switch off’ is — rightly so, an important topic — and in some countries, the right to disconnect from work is even supported by legislation. So, enabling users to manage their reachability is a hot topic. MOBiiS takes this one step further by combining presence and reachability in an innovative, highly intuitive, easy-to-use way.
So, an employee could be driving, which MOBiiS detects when they enter the vehicle. This fact is automatically published to teammates, so they can be mindful about if or how to contact that employee, who can also set their availability to do-not-disturb, or indicate that they are available but with limited access, such as voice-only and no chat. MOBiiS also automatically switches to GSM.
MOBiiS also centralises all ‘presence’ style features from other apps, including Teams, Apple Focus mode and more, so if a user has to update colleagues on their status, there is just one place to go. This feature is called presence synchronisation and is an excellent example of how the in-built intelligence within mobile devices can manage multiple aspects of a user’s day, helping achieve a better work-life balance while enabling businesses to operate efficiently.
While there is still a place for physical contact centre solutions, agents are increasingly using their mobiles to interact with customers, especially when working from home or on the go. Furthermore, the supervisor still has access to automatic call distribution (ACD) information, such as how many calls are queueing up, which agents are available and who is on a break, all in real-time.
In addition, MOBiiS supports the ‘casual contact centre’ environment, where SMBs have staff who interact with customers but are not dedicated to that task all the time. MOBiiS makes managing incoming calls and contact queues across multiple people simple.
Enreach’s data analysis shows that business telephony is the top use for MOBiiS (followed by chat). In fact we estimate that, on average, mobile voice traffic per service provider has grown by at least 20 per cent, and that percentage is expected to grow, in line with mobile-first’s increasing popularity. So why is this? One reason is, of course, that mobiles have become the primary work device for many users. But in addition, MOBiiS makes it so much easier to make voice an integrated part of daily business life.
For service providers, this presents an opportunity to mitigate any decline in voice traffic seen in recent years and, instead, increase telephony ARPU.
Chat has become a mainstream form of business communication, but it is not always as secure as some people may think. With its prioritisation of user and service provider security, Enreach is one of the few organisations to use European-developed state-of-the-art end-to-end encryption within its chat feature. Only group members can decrypt messages on their devices, meaning the keys are never stored anywhere in the cloud or on a server. Even the administrator cannot decode a user’s message. So, the MOBiiS chat feature provides additional peace of mind for businesses where security and privacy are a priority.
Last but not least, MOBiiS has a choice of flexible white-labelling options, probably the widest in the market. Whether wishing to offer MOBiiS under their own name or simply as MOBiiS, the Enreach brand is invisible to end-users. Instead, the service provider is perceived as the developer, with the option to present their logo on customers’ home screens, helping reinforce brand awareness and enhance the customer relationship. However, in background mode, Enreach looks after all the support, maintenance and frequent updating of the mobile app.
As these use cases demonstrate, MOBiiS gives service providers and their business customers a fast track to ‘mobile-first’, enabling them to make the most of the opportunities available and start building towards the next stage of the market’s evolution: ‘mobile-only’. Welcome to the future with MOBiiS.
This blog was published by Comms Business