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New Enreach whitepaper reveals how converged contact goes beyond mobile UCaaS

13 Jul 2023

Mobility is already ubiquitous and a new wave of innovation is set to occur with the wider availability of 5G networks over the coming years. Users increasingly rely on mobile technology in their work but mobility itself has evolved in a separate path from technologies that are traditionally used in the workplace. This has created a gap between user expectations and the capabilities of business technology that is now rapidly   closing as the post-pandemic model of hybrid working becomes a baseline requirement for business operations. 

The importance of mobility should not be understated, a new whitepaper authored by Jon Arnold, founder of Jon Arnold & Associates and commissioned by Enreach finds. It points out that good mobile collaboration experiences have been challenging to achieve even though hybrid work is, by its nature, inherently mobile for many employees. The paper acknowledges that fundamental challenges exist but that there are means to address these to deliver better mobile collaboration capabilities. Mobile users are familiar with simple to use, intuitive mobile apps but this has not been a traditional strength of UCaaS providers so work is needed to improve the user experience. For example, the native dialer experience that everyone is familiar with through calling family and friends isn’t easily replicated by most mobile UCaaS solutions. There is therefore scope to create a simple, streamlined and integrated mobility experience for UCaaS providers. 

The Enreach whitepaper sets out the scale of the mobile opportunity and how it can improve the employee experience and support the hybrid work model. It also highlights the path ahead to an integrated approach for all communications, supporting both mobile and office-based work – that relies on four essential characteristics. First of the four characteristics is to select one solution from one provider to manage all of an organisations’ communications and collaboration needs, thereby radically simplifying the IT burden on the business. This leads into the second characteristic which is to be truly agnostic across both devices and networks which foster great flexibility so rich features can be supported across multiple networks and technologies. 

The third characteristic is native mobile integration to enable more intuitive user experiences that don’t require fragmented efforts to install apps or require users to utilise their phones in unfamiliar ways. The final characteristic is to support user-centric collaboration which reflects the way people work today. This puts the worker in control of their user experience. 

There are many other factors to consider in addition to these four characteristics, but they set the scene for successful mobility enablement. A final consideration should be which type of technology partner to select. The paper advocates selecting a provider that knows your market, operates its own mobile network, is able to innovate continuously and has the full portfolio to support current and future communications and collaboration needs.  

The ability to execute on a holistic vision that encompasses more than simply mobile integration is essential and the partner should be more than simply a communications provider. The future of work is collaborative, mobile and unified so businesses need to adopt UCaaS providers that can address their requirements with completeness and authority. 

Download the Whitepaper  

This blog was published by UC Today