Tag Archive | FMC

Going Mobile? Have a Strategy!

There is no doubt that today’s workforce is much more mobile than it used to be years ago. It’s become even hard to define mobility and mobile workers – do we only refer to people frequently on the road, or also commuters and remote workers? And then where do you draw the line between mobile and deskbound workers – more specifically, how mobile are mobile workers? Are they away from their desks 20 percent of the time, 50 percent of the time, more, less? But strict classifications only matter when you are actually designing a strategy and selecting the most appropriate solutions for your workforce. The fact that everyone is becoming increasingly mobile cannot be denied.

As customer demands evolve, so do vendor strategies and solutions. In fact, one may say that mobile technologies (devices, apps, etc.) are proliferating even faster than mobile workers. With that, choices are harder to make. Which is the right solution for your business and your workforce? With mobility solutions being so diverse, they are even hard to compare, so how do you choose the solution that’s best for you?

A good starting point may be to consider what mobile solutions your employees are bringing into the enterprise. We talk a lot about “consumerization of IT” and most of the time we are referring to professionals using their mobile devices or some consumer apps (such as Skype, Facebook or Twitter) to conduct business more efficiently. In fact, consumerization has redefined mobility. An increasing number of workers are bringing their high-end smartphones and tablets to their workplace and using them for storing company information, leveraging the enterprise WLAN  for communication or Web browsing, using social networking tools to communicate, and accessing embedded multimedia tools. Due to this phenomenon, an increasing number of employees are beginning to request some level of technology and application support from their IT departments. Some facts provide further evidence of the power of this trend. In less than three years, the iPhone became mainstream in 80+ percent of the Fortune 500 companies; in less that two years, Android business users reached three million; in under a year, tablets have gone from newbie to necessity among technologists and mainstream buyers alike. As employees increasingly use their personal iPhones and iPads for business, IT needs to take note.

But the consumerization of  IT and its imact on mobile business communications poses signifcant challenges to IT. A few months back, Melanie Turek, Industry Director with Frost & Sullivan wrote:

“To that end, companies have several options:

  1. Provide (i.e. buy) one standard device in each category (smart phone, tablet) for a growing number of employees. This lets the business own the hardware and software, and maintain security and control over identity, applications and network traffic—as well as what happens to access and data when the employee leaves the organization. The downside, of course, is that it will significantly increase the IT budget, and it limits choice for employees.
  2. Ask employees to use their personal tools for business, but officially support one or more devices with business applications. This keeps the budget in check, and it gives IT nominal control over the business applications employees use on their mobile devices. But it forces users to juggle multiple “identities” on a single device, and it does not give the company true security, since employees can download any applications they like on a smart phone or tablet that they own. It also doesn’t ensure that contact info stays with the business when the employee leaves.
  3. Don’t purchase or support mobile devices for the majority of employees. This keeps IT out of the mobility game, and it is the least expensive option—in the short run. In the long run it could prove costly indeed, as employees either hack their devices to run enterprise apps under the radar, or follow the company’s policy lead and don’t attempt to work from anywhere but their office PC.

Deciding on a mobile policy will be one of the biggest budget and technology-support challenges for companies in the years to come, and it will involve business decisions as much as technology ones.”

My colleagues Alaa Saayed and Francisco Rizzo will provide a perspective on enterprise mobility in an upcoming free webinar. If you are interested in attending, please follow this link to register: http://t.co/RJXEpub


Deploying Enterprise Mobility for a Competitive Advantage

People are going mobile. Businesses are going mobile. Only I am stuck in front of my desk, in my home office, all day long. But I am the exception.

In 2010, Frost & Sullivan surveyed 200 C-level executives and IT professionals across different industries that gave their opinion on various enterprise communications topics. Here follows a summary of key findings pertaining to enterprise mobility and FMC:

  • Overall, 68 percent of the participants were aware of mobile extension solutions that extend PBX functionality and UC features to the mobile device.
  • Half of the interviewed executives report that their organizations currently use mobile extensions, with usage being higher in the healthcare, IT and financial verticals.
  • Businesses appear to be using enterprise FMC solutions widely at all levels of their organizations, and not limiting usage to senior management only.
  • Furthermore, 49 percent of participants identified mobile/cellular phones as one of their primary devices used for business communications, whereas only 28 percent use primarily IP phones, and 34 percent choose softphones as their primary endpoints.
  • A notable 61 percent of respondents using mobile extensions state that those are very important tools for the daily operations of their organization.
  • Improved collaboration and productivity across geographically dispersed teams, cost reduction, and employee mobility enhancement are cited as the top three most important benefits of using enterprise FMC solutions.

The so-called “prosumers” have been using their personal mobile devices to conduct business for many years now. What is new today is the increased focus on extending the capabilities of corporate communications and collaboration solutions to these consumer mobile devices. The obvious benefits are cost savings (as mobile business calls go through the PBX) and increased productivity (through more ubiquitous access to PBX functionality, presence, IM, voicemail, conferencing and other applications). But challenges abound. How do you standardize mobile device support throughout the organization if everyone is allowed to bring in their favorite device using different OS and apps? And how do you handle security, management, and the various costs involved in extending IT support to a larger variety of endpoints?

My colleague Alaa Saayed just completed a study on world enterprise premises-based FMC solutions. The study focuses on “advanced” FMC solutions, defined as follows:

“Advanced enterprise FMC solutions are all FMC solutions that were created to work with advanced smartphones to go beyond the typical touch-tone interface and the access number prefixing of a basic PBX-to-mobile extension. Typically, an advanced FMC solution requires a “client application” or a mobile user interface to deliver call control and PBX features (such as single-number reach, single voicemail, corporate directory access, etc), as well as other advanced features and capabilities such as mobile and corporate IM/presence, unified messaging, conferencing, and dual-mode voice call handoff (manual or automatic) between networks.

The solutions usually consist of an advanced client software that sits on the mobile device and a mobility network element such as a server/controller/router/appliance/gateway that connects the corporate platform with the mobile client. If the network element physically sits in the enterprise network and connect to the company’s PBX, the solution is called a premises-based enterprise FMC solution. If, on the other hand, the appliance is located in the service provider network and FMC is offered as a network service, the solution becomes a hosted/network-based enterprise FMC solution.”

The study revealed that, in 2010, the overall worldwide enterprise FMC market reached 3.33 million FMC units shipped (counting only those installed or activated) – a 32.7 percent year-over-year growth. While this growth is significant, the actual growth levels were somewhat lower than what Frost & Sullivan had anticipated. Frost & Sullivan expects the compound annual growth rate of  enterprise smartphone units shipped with an FMC solution to be around 53.0 percent over the forecast time period. In terms of advanced enterprise premises-based FMC solutions, on the other hand, software clients shipped in 2010 reached 909,011, a 51.0 percent year-over-year growth.

These types of clients make around 27.2 percent out of the newly activated FMC solutions in 2010 – a share that has considerably grown from previous years.

In his study, Alaa Saayed cautions enterprise customers and vendors as follows:

 “Today, choices are so many and diverse that it is very difficult for an enterprise customer to distinguish what solution best fits its needs. In fact, over the last years, enterprise FMC solutions were partially eclipsed by a flood of other enterprise mobility solutions such as team spaces and other collaborative applications, enterprise social medial tools, and enterprise tablets with built-in mobility software clients – among others. It is hard to disagree that all these new emerging solutions enhanced the overall enterprise mobility portfolio, but it is also hard to deny that nobody knows if many of these products/applications will succeed, following the same growth patterns of their consumer counterparts.

What is, therefore, the negative outcome of this trend? On one hand, some businesses may deploy enterprise mobility tools that they will never use as expected. On the other hand, many telephony providers will invest time and effort in developing and promoting enterprise mobility applications and devices that may never reach their expected levels of adoption and revenue.

The truth is that while some solutions might succeed, others will simply remain a hype. Frost & Sullivan cautions that hype could result in chaos that may distract enterprises and enterprise mobility vendors from their initial objectives.

To avoid costly mistakes and future-proof their investments, businesses need to carefully evaluate the various available enterprise mobility solutions and deploy the ones that best address their current and future needs. In order to leverage the enthusiasm around enterprise mobility, vendors need to stay focused on enterprise mobility solutions that provide measurable benefits and help businesses to identify the most appropriate solutions for their specific needs and existing infrastructure. 

The study will be published in February 2011. It provides further insight on market and technology trends, in-depth demand analysis, detailed competitor profiles and a market forecast in terms of units and revenues.

Other related research includes: Predictions for the Enterprise Tablet Market and North American Smartphones Market. You can also check out our free webinar archives: Applications Bring Subscribers; Revenue Brings Developers – Which Mobile Operating Systems Will Pay Out Big for Developers Through 2014? And also: Premium Mobile Enterprise Applications – What’s Working in North America?

Are the Days of Single-mode VoWLAN and DECT Phones Numbered?

With the growing hype around FMC and the continued integration of mobile phones with corporate communication networks, one would think that onsite mobility solutions are becoming an extinct species. I, personally, don’t think so. Single-mode VoWLAN and DECT devices provide productivity-enhancing mobility to individuals that do not fit the profile of potential smartphone users, and, therefore, do not compete with mobile phones for the exact same opportunity.

In the carpeted office, we expect professionals to increasingly use mobile phones connected to corporate PBX systems leveraging advanced UC clients. Such individuals are most likely users of cell phones subsidized by the company as they are expected to be able to make or receive calls anywhere, any time, in order to better serve customers, partners or internal stakeholders. Those are typically sales or marketing people or top executives. Beyond the carpeted office, maybe doctors, real-estate brokers, lawyers, technical support, and a few other professions requiring immediate and around-the-clock contact represent possible target customers for FMC solutions providing corporate communication applications on mobile devices.

Onsite mobility solutions, on the other hand, will continue to provide valuable capabilities to verticals where individuals need to communicate efficiently while on the premises, but do not need to be available for business purposes after working hours. Healthcare, retail and manufacturing continue to account for the majority of VoWLAN implementations (41%, 13% and 7%, respectively, of 2008 new users) with hospitality, education and government offering some growing opportunities. The carpeted office accounted for about 19% of all VoWLAN single-mode new users in 2008. DECT has been more successful in the carpeted office with over 40% of new users in 2008 being in this market segment.

Frost & Sullivan recently published a study, authored by my colleague Alaa Saayed, that provides an in-depth analysis of this market space. Here follows a summary of the findings:

As in the case of many other technology markets, the world enterprise DECT and VoWLAN single-mode phone market has been considerably impacted by the economic crisis. With market growth rates already showing some signs of deceleration in 2008, economic conditions in 2009 seem to be presenting even greater challenges as business customers seek to cut costs by extending the life of their existing wireless devices, curtail investment in new technologies and select the product or vendor based on pricing rather than strategic value.

Moreover, DECT and VoWLAN single-mode technologies have started to feel the pressures of other types of carpeted-office mobile devices, such as advanced smartphones with built-in enterprise FMC solutions, that, in some cases, present a compelling value proposition to IT departments seeking to provide employees with a single device offering multiple capabilities. 

Despite this challenging landscape, the world enterprise DECT and VoWLAN single-mode market is expected to gradually return to its healthy growth rates in 2011 – as more vertical industries across the world recognize the various benefits and capabilities granted by these types of on-site mobility solutions. Moreover, the potential short-term slowdown in this market may be attenuated by the fact that enterprise FMC solutions are still viewed as very nascent technologies, and enterprises wishing to avoid any possible hurdles would, in most cases, prefer the reliability of DECT devices or the maturity of single-mode handsets. It should be noted, however, that any growth may be much slower than what it could have been in a healthier economy.

In terms of handset evolution, many of the major DECT phone manufacturers have launched new advanced DECT handsets into the market. Some examples include Aastra’s new series of next-generation SIP DECT handsets (the 610d entry-level handset, the 620d business version handset, and the 630d industrial handset), Ascom’s new generation d41 and d62 IP DECT handsets and NEC-Philips’s I755 phone and advanced M155 watch phone.

On the other hand, some of the technological advancements that new DECT solutions have introduced to the market include advanced messaging and alarming systems, centralized management capabilities, location detection capabilities and central directory and presence information. Today many DECT market participants affirm that the new capabilities offered by DECT technologies equal or even surpass those offered by VoWLAN single-mode devices. Cat-iq is said to further increase the value proposition of future enterprise DECT in terms of better voice quality, Web access to applications, and lower power consumption. 

In terms of VoWLAN single-mode market evolution, most of the basic VoWLAN challenges, such as reliability, voice quality and security, have been resolved through continuous improvements and advancements in handset capabilities, adoption of wireless standards, and partnerships among device vendors, IP telephony providers and WLAN infrastructure companies.

New handsets capabilities include enhanced interfaces, additional software functions, new form factors (smartphone looking devices), improved device durability, and integration with advanced messaging, push-to-talk, and location-based features and applications – among others. Evolving wireless standards that are either being implemented or considered for future implementation include 802.11n, 802.11r, 802.11e and WPA2 security certifications. Finally, the market has witnessed the partnership of two of the major VoWLAN single-mode participants: Motorola and Vocera – that is expected to further increase the adoption and implementation of VoWLAN single-mode devices in the healthcare and retail industry.

Growth Rate Comparison

Growth Rate Comparison

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