Mobility: Teleworking Solutions for the Mobile Employee

A teleworker is a knowledge worker, task worker or contact center agent who works from home, either on a regular or casual basis. As noted in a previous article, (See Mobility: It’s More Than Just Apps!) teleworking is just one use case for mobility.

The objective of teleworker solutions is to extend the same breadth of enterprise-grade voice, video, IM, presence, content sharing and conferencing services that are available for desk workers to those working from home–recognizing that teleworkers are using public networks that may be less secure, less reliable and have less bandwidth than enterprise networks.

Avaya solutions for teleworkers can eliminate the need for (and expense associated with) dedicated lines coming into the home strictly for enterprise use. This carries two major benefits: It reduces or eliminates home office expenses by the company, and ensures business continuity–keeping people operational during a disruption caused by dangerous weather, labor strikes, health pandemics, etc.

Here are some ideas for keeping people productive while working at home:

  • Avaya SIP deskphones establish a secure connection via the Avaya Session Border Controller (SBC) for Enterprise, while H.323 deskphones have built-in VPN software to allow them to connect securely.
  • Avaya UC users (using Avaya Communicator, Avaya one-X, Avaya Client Applications for Microsoft Lync) and Avaya CC users (using Avaya one-X Agent, Avaya Aura Agent Desktop) operating in SIP mode connect via the SBC, while clients using H.323 connect to the enterprise once a VPN connection has been made on the PC.
  • Avaya VDI Communicator and VDI Agent allow knowledge workers and contact center agents to connect to the data center over a VPN connection. This enables teleworkers to establish connectivity to the data center without the need to use corporate data on local machines outside enterprise boundaries. If connection to the data center is lost, survivability capabilities in VDI Communicator provide continuous communications for users.
  • Where home Internet service may be unreliable and not suitable for using VoIP, Avaya UC and CC clients can operate in a “dual connect” mode where call control is through the client, and the voice path for inbound and outbound calls is directed to the home number. When operating in this mode, only the enterprise number is evident to the user’s contacts. In the event of an Internet failure during a call, the voice path remains available, even though call control is lost. This is a critical requirement for contact center agents, sales associates and knowledge workers where dropped calls would be unacceptable.
  • Teleworkers who host conference calls risk an interruption to many people should they lose service and the conference gets shut down, knocking everyone off the bridge. An Avaya Aura Conferencing or Avaya Scopia host can enable the conference to continue should they lose connectivity. This keeps the meeting running, giving the host the time to rejoin the meeting.
  • Full-time teleworkers may feel disconnected from the rest of the organization. Avaya Aura Conferencing and Scopia audio, web, and video conferencing solutions allow users to feel connected to their management, peers and internal organization, as well as to partners and clients.

Related Articles:

Younified Communications—it Really is All About YOU!

One of my favorite things about working for Avaya is that we’re marketing the same collaboration tools we use to do our jobs. Best of all, we have access to beta versions of our solutions, providing R&D teams with first-hand unedited feedback. Yep, we are drinking our own champagne!

Based on my interactions with customers across the world, I know that many of you work just like we do. Meeting after meeting, virtual, mobile and in-person. It’s not just about the quantity of meetings we all participate in, but the quality of our experience to drive productivity and engagement. As you know, there are many different types of meetings. Let me give you a few examples just from my last week:

  • A group text chat with a few colleagues—getting a quick answer in a sidebar or multi-tasking activity
  • A one-on-one video meeting to review a spreadsheet with one of my staff members
  • A team meeting over desktop or mobile video where we collaborated about an upcoming quarterly plan—many IMs were going on behind the scenes that aligned with meeting topic discussions
  • Remote participation in a customer executive briefing, where the customer’s team was using a video room system in HD
  • A global all-employee meeting broadcast to every person in the company—that’s thousands of people across the world
  • A sales webinar to several hundred participants where we shared a presentation and responded to questions via integrated chat
  • A detailed technical training session on a product with full application sharing for a demonstration of the new user interface
  • Last but not least, a quick impromptu meeting on the phone with one of my team members

Historically, these different meeting types were hosted on multiple different systems or services. This required users to learn different interfaces, which required different logins, passwords, technical requirements, and delayed starts. At times, major compromises resulted based on the meeting scale required, bringing everyone’s level down to the lowest common denominator. The result? The least engaging experience for the audience, and therefore the lowest amount of attention and engagement, and consequently sub-optimal productivity.

Sound familiar? Do you have one solution for IM, another for telephony, perhaps a web conferencing service, a separate audio conferencing solution, another solution for room video conferencing and yet something else for large scale events? All of which fit under the term “unified” communications, but how much of it provides YOU with an engaging and collaborative experience?

A Single, Truly Unified Solution

While the vision of Unified Communications was to merge methods and tools and simplify access, vendors today struggle to fully consolidate all of the communication application infrastructure and cloud-based services into a single platform—at least until now. The Avaya Equinox™ Experience, announced at GITEX in October, is our new platform for business communications, and fulfills the long-sought promise of UC. It is finally all about YOU! One of the key capabilities of Avaya Equinox is that it supports all the different modes of meetings, conferencing and collaboration in one platform. That’s right—one tool that really does it all. There is robust mobility so it works wherever you have a network connection, high scale audio conferencing, extensive web collaboration, multi-media messaging, rich multi-vendor HD video, even event streaming to 100,000 users—and that’s just for starters.

As you would expect, there are many benefits of one platform covering all UC use cases and requirements versus separate platforms or services for messaging, telephony, audio, web, video, and event conferencing. For users, one login and one easy-to-learn solution. For IT, one solution to support with one set of statistics, single provisioning, and a smaller footprint with higher efficiency and lower costs.

I like to call Avaya Equinox the “uber” all calling-conferencing-collaboration solution, where Avaya puts the YOU in unified. But check out Avaya Equinox for yourself at this First Look video.

How many different communication and conferencing applications do you use? Tell me about your experiences—send a note to innovations@avaya.com.

The Value of Enterprise Mobility—Spread the Love

In a recent blog, I mentioned my sister-in-law’s frustration at not being able to use her smart phone for work purposes and how many businesses are struggling with the mindset change required for real digital transformation. That’s not to say that there aren’t valid business concerns about bring-your-own-device (BYOD) and mobility generally. Failure to secure mobile telephony and collaboration can open enterprises to significant risks.

A good example of those concerns came up at a recent conference while talking to an Avaya customer about BYOD. The customer’s perspective was that companies should just let their employees use personal mobile devices, with no need for an enterprise-grade software client to tie the device to the company network, databases, apps or governance. (Enterprise grade in this context means having call logs, directories, presence capabilities and access to enterprise collaboration tools like video and web conferencing, no matter where or how you work, or on what.) The approach of not having such a software client would fulfill employees’ desire to use their own phones, as well as the familiar tools and apps on them, without the need for the comprehensive security required by an integrated BYOD strategy.

We explained that just an hour earlier another Avaya customer had approached with a concerning story:

The customer’s company allowed its salespeople to use their personal cell phones without connecting directly to the company network. The problem: when one sales person recently left the company, all of the intellectual property of the company (contacts, pipeline information) went with them. Our customer wanted to know how to solve for this.

Avaya enterprise-grade solutions for mobile devices directly address the concerns that customers and others often express: a significant amount of flexibility for employees, security and privacy for everyone involved, and a measure of control over processes, policies, and data. Avaya mobility solutions are open, so they are adaptable to different devices and platforms. They capture important information that can lead to faster, more informed decisions and, ultimately, better outcomes. In short, they enable companies to operate at the speed of their customers.

The point is consumers and employees today are increasingly mobile. Gartner predicts that 80% of key business processes will include exchange of real-time information involving mobile workers. Not being able to use employee-owned devices slows business down. So the business case for mobility solutions—the flexibility they offer customers and employees, the improved outcomes, and the support of intelligent business response and decision-making—points toward value that outweighs the risks. Enterprise-grade mobile communications solutions have reached a level of both maturity and sophistication that they can now meet the needs of all stakeholders in the employer/employee/consumer equation. Everyone can share the love.

How is your organization addressing mobility? I’d love to hear from you.

Also, be sure to check us out at GITEX Technology Week 2016 where we will showcase our latest innovations designed to enable companies to meet customer and employee expectations with true multi-touch communication capabilities.

 

In the Digital Economy, the Human Touch Still Matters

According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.

The digital era has made it possible for many customer service functions to be automated, alluding to a possible future where customer service representatives could be replaced by robots. However, the human touch still has incredible value to the service experience. Customer service representatives (CSRs) have the deepest insight into customer likes and dislikes and are most likely the closest to the ground when it comes to customer sentiments—a variable that cannot be measured by robots. This is where companies need to move service reps from mere dispensing of services to customer engagement.

Today, communications must be centered on improving human connections, delighting customers, and energizing employees. This context-aware communication and collaboration is known as engagement—the active connection between team members and customers to the information, experts, and decision-makers they need to complete the task at hand. As the pace of business accelerates in the digital economy, employees need to have critical information at their fingertips at all times—making engagement experience more crucial than ever.

The true value of engagement is only realized when meaningful, communications-empowered connections among individuals, teams, contacts, and customers are formed. Supporting participation across time and space on any device, engagement will lead to better business outcomes; more productivity, loyalty, enthusiasm, customer satisfaction, and customer advocacy.

It’s no secret that loyal, returning customers have a higher customer lifetime value (CLV) than new ones. They spend more money and are more likely to recommend businesses to their friends and across social media. According to a SumAll survey, businesses with 40% repeat customers generated nearly 50% more revenue than similar businesses with only 10% percent repeat customers. And every time customers return, they become more valuable to the business.

Engaging Customers in the Digital Era

To drive engagement, businesses need simple, human-centric communication and collaboration built deep into business processes. Tight business application/process integration ensures customer data is always updated and CSRs have the latest knowledge about their customers—allowing businesses to provide more personalized customer service standards.

To truly empower the CSRs of the future, companies can, and need to, integrate all of their customer channels—web site, mobile apps, call centers, brick and mortar locations—to create a seamless experience, regardless of how the customer moves through the system. Whether the customers are on your web site, app, or service line, customers today expect brands to instantly recognize who they are, what they purchased, and where else they have engaged with the brand. An integrated service approach will not only eliminate time wasted gathering data you already have, it will also allow the rep to immediately focus on the customer’s needs, which directly impacts customer experience.

With Gartner predicting that 90% of companies will compete almost entirely on the basis of customer experience in 2016, there is no room for siloed business practices and protocols that get in the way of good customer service.

In a digital economy, human interactions will continue to play a crucial role in customer retention. CSRs need to be aided with the right tools and intelligence to deliver even more superior customer service that doesn’t just solve customer issues but also anticipates company needs to surge ahead of the competition.