Using UC for mobile collaboration and remote workforce

  • Desktop apps don't always adapt well to mobile environments.
  • Mobile collaboration solutions can pull components together.

Whether your enterprise employees are based in remote locations, work in the field, or are simply always on the go, their access to timely and accurate information is critical to their performance and the success of your corporate mission.

The right unified communications (UC) platform brings together the tools, assets, and network infrastructure that deliver the same level of access to content and functionality to both desktop and mobile users via a single cohesive app.

Getting started 

Companies deploying a mobile work infrastructure usually start by:

  •          Identifying devices
  •          Evaluating and selecting
  •          Defining security
  •          Adapting or adding applications

Often, desktop applications cannot be adapted to mobile devices and still perform as expected. It’s not realistic to expect users to be effective – or productive – searching for content via portals or user interfaces that have been pared down to accommodate a mobile device. What’s needed is the ability to provide content, in context, in a workflow that overlays (or improves) the process and presents the needed content and tools to the user.

Case in point 

Field service automation requires more than just improved work-order management or dispatching system. Technicians need access to work orders, tracking, GPS routing, product documentation, service pricing, and other services and content that is stored in different applications and electronic file, sync, and share (cloud) systems.

Dedicated applications can deliver job tickets, and product documentation and image files can be stored in systems like Box. But it can be time consuming for an employee to find the information they need when they have to access and log in to multiple systems.

Likewise, service and repair technicians need to know where to go and how to access buildings, the make and model of the equipment along with its documentation, service history, and a list of tools and common replacement parts. Collecting all that information can take time, and may require access to multiple systems. Technicians may also need to carry and reference paper documentation (that may or may not be current). This can impact productivity, service delivery, and customer satisfaction.

Making collaboration happen 

Companies have learned that by implementing a mobile collaboration solution such as bigtincan hub, they can deliver the content required for a complex task and provide tools such as chat and video conferencing from a single, easy-to-access interface.

To be effective, a mobile collaboration solution must accommodate a wide range of mobile devices and be able to access content stored in a variety of electronic repositories. bigtincan overlays 30 different data repositories, so it leverages existing investments in IP. Specific user roles define granular access rights to information, and administrators can create custom dashboards to present content in a way that is meaningful for that particular group.

Selected content is pushed to an employee’s device as needed, removing the need for the user to understand the details about each application and storage systems involved. When content is changed or added, it is automatically delivered to the user’s device. And because bigtincan hub was developed to be mobile first, it supports iOS, Windows/Windows Phone, Android, and Blackberry, leveraging existing device investments.

Mobile collaboration brings efficiency to enterprises deploying mobile workforces by delivering critical information intelligently and highly securely. Learn more about how bigtincan and AT&T UC services can help remote and mobile staff be more efficient and productive.

Rajesh Bhatia Mobility and Advanced Solutions Product Marketing Management Director AT&T About Rajesh