Why? Because a high quality user experience will energize and engage your employees in their work, resulting in better productivity and customer perception of your business.
A good communications solution allows users to take advantage of multiple communication devices over various media and do so with one or more fellow employees or customers. The ideal solution also allows IT departments to secure and regain control of the network and the multi-device environment being created by internal resources and employees who bring their own devices (BYOD).
Users are creating and using their own personal cloud professionally and at home, creating a challenge for IT. Users expect the same quality user experience at work and at home. It’s important for the company to maintain control since users may download unsecure or infected apps on their mobile devices that could then infect everything their device connects with.
IT can reclaim control of this highly mobile and widely scattered user environment by adopting user-based application management policies instead of trying to control individual devices. By focusing on the user, IT will be able to deliver an engaging and intuitive experience that encourages user adoption of the apps offered while accelerating the company’s return on investment (ROI).
New technologies are also improving IT services. Innovations such as virtualization, open architectures and standards-based technologies have created opportunities to expand services that scale easily and offer many features to users. And at the same time, by taking advantage of these new technologies, IT can regain control of their network and communications environments.
With newfound mobility, most employees are no longer confined to the work campus where they use a trusted network. Instead, they are mobile and use the devices most convenient for them. Employees are also accessible all the time, creating a very long work day for many. In return, they expect the same high quality communications experience that they would have in the office, wherever they may be.
IT faces many challenges in supporting a mobile workforce and providing a similar work environment since access may be from a trusted or an un-trusted environment. It could be from one of many different operating systems, and the access device could be fixed or mobile. The ideal solution offers a single communications environment for all the users’ devices and provides seamless conversation transfers between media and devices, regardless of the underlying infrastructure. In essence, it needs to be a unified network to provide access across wired and wireless devices.
The PC is no longer the central device of communications – a smartphone or tablet is. Employees commonly use multiple media to collaborate and rely heavily on unified communications and digital collaboration tools, sometimes shifting devices and media mid-session. If an application can’t be used across devices and media with a fast and consistent experience, it is discarded. User experience is key to IT maintaining control over the adoption of business applications, engaging mobile employees and benefiting from their investment.
A user’s quality of experience (QoE) is vitally important. An enterprise network that has a customizable, application fluent network infrastructure is able to support all modes of communication including video and other high bandwidth applications while maintaining existing business processes. It is accomplished through a unified architecture that integrates the elements of unified communications onto a single platform. It is then deployed in a physical or virtual environment, on premises, in the cloud, or any hybrid of these.
As applications become more visual and blended, what once was a series of isolated actions now becomes a continuous conversation. The network must be application fluent if is to provide more than just traffic and destination awareness; it must provide appropriate quality of service (QoS) and QoE to deliver an exceptional user experience.
IT must deliver not just a connection, but support a conversation that involves multiple types of devices and multiple media types at the same time. It must be a high quality, persistent multimedia experience that provides a seamless transfer of conversations between media and devices, regardless of the underlying media or device.
Alcatel-Lucent OpenTouch enables companies to deploy engaging, intuitive applications for the entire user population, over wired or wireless networks, with the freedom to seamlessly move between whichever media and device the user prefers at that particular time. Our conversations provide users a high QoE over the devices they love to use, anywhere and anytime.
Citations and credits:
68% of employees already use a tablet to do work at home; Forrester, 2013
A communication retention rate of up to 80% is achieved through a combination of what we see and do; Jerome Bruner, cited by Paul Martin Lester, Ph.D. 2006