Mobile workforce management solutions
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Mobile Workforce Management Solutions
Energize the mobile workforce with Teams,Author: Zeus Kerravala, Founder and Principal Analyst, ZK Research,For years, mobile employees have constituted a significant portion of the workforce. Since the start of the pandemic in 2020, the move to hybrid (or flexible) work has increased the number of mobile workers significantly. Despite some grumblings to the contrary (and many supporters of the return-to-office movement grabbing the spotlight), hybrid work is here to stay. In fact, the ZK Research 2023 Hybrid Work Study showed that 75% of employees will work remotely at least one day a week for the foreseeable future (Exhibit 1). Ten percent of workers will be remote one day a week, 41% will be remote two to four days a week, and 24% will be remote all the time. Only 25% of workers will be in the office permanently. Employees work at various locations scattered around the globe, and they all rely on a disparate set of tools to keep in touch throughout the day. Consequently, the unified communications (UC) vendor community has responded with unprecedented development. Innovation has been happening at breakneck speed, all with the goal of making hybrid work more effective. Source: ZK Research, 2023,The rise of Zoom during the pandemic (and the endless press coverage that it generated for the company) obscures the work that other providers have done alongside that upstart. Buried in the news clippings of the past few years is a startling fact: Microsoft Teams is now the leading UC platform, with more than 320 million active daily users—a massive expansion from just 8 million five years ago (Exhibit 2). That probably has something to do with Microsoft's broad reach into most enterprise IT departments in the largest companies in the world. In fact, quite a few have standardized on Teams and don't sanction the use of other platforms. Despite Teams' high adoption rate as a collaboration tool, it has not reached the same level of acceptance as a phone system. Even though it's such a broadly accepted tool, Teams has a number of limitations that hinder its usability, especially for remote and mobile workers. Teams can be great for workers who are tied to a desk, but it doesn't deliver such a great experience for mobile workers who are on the go constantly. For example, to use Teams, mobile workers typically need to have the app open on their phone or they miss calls. They also need to manage multiple phone numbers or even multiple devices, which can be a burden if they're on the go. Perhaps the most significant issue is that just making a simple call from Teams on a mobile phone can be a challenge. Out of the box, Teams users can't make external calls. Although Teams is the leading UC solution globally, and it can be the right option for many companies and users, it needs additional functionality to become the complete UC package that many companies are seeking. Most approaches to address these limitations have been Band- Aids that still require multiple apps and really only add another layer of unnecessary complex- ity. ZK Research has talked to enterprises that have been crying for a truly unified solution that simplifies the user experience and blends the native calling abilities of every phone with Teams' calling functionality. Verizon partnered with Microsoft to look at the issues, listened to customers, and engineered a way to improve and simplify the Teams experience. Verizon is the first operator in the United States that offers Teams Phone Mobile—delivered as Verizon Mobile for Microsoft Teams (VMMT)— which facilitates the user experience and brings native mobile calling to Teams. In this report, we'll look at VMMT and how it can benefit enterprises. Plus, we'll share some case studies that show how VMMT is helping companies with very mobile workforces. Finally, we'll make some recommendations for enterprises that are looking for a solution to help improve the overall experience for Teams mobile users. DemandSage and ZK Research, 2023,Verizon is uniquely positioned to mobilize Teams. As of November 2023, the company is currently the only U.S. mobile operator offering a mobile calling solution for Teams and the only provider offering a complete Teams calling suite. With that connection in place, Verizon was able to engineer VMMT, which provides Microsoft Teams calling directly from the Verizon network. As a result, a user's mobile phone can work as a Teams endpoint—in other words, the experience is seamless. With VMMT, a mobile device can use a phone's native dialer to place and receive Teams calls even when the Teams app is not running. Workers just use the familiar native dialer to make and receive calls. The cellular network treats Teams calls as voice calls. As a result, the network prioritizes them over calls that run on data channels, which ensures the highest possible call quality. Because the network sees them as voice calls, even when data coverage is limited, users can make Teams calls. The licensing can be more straightforward, too. VMMT works with all Microsoft 365 and Teams Phone Standard licenses, including E5, E3, F1, and F3. As a result, there's no additional cost from Microsoft to the organization. VMMT is not a walled garden; it works well with other Verizon services that operate with Teams, including Verizon VoIP for Operator Connect and Verizon Calling with Microsoft Teams:,combines the Microsoft Teams Phone System with Verizon's IP trunking solution, known as Verizon VoIP, which makes placing Teams voice calls (both to and from numbers outside of a company network) quicker and easier. expands unified communication capabilities beyond the enterprise network—all on a single platform. Enterprises using Microsoft Teams for collaboration can more simply add enterprise-class calling. VMMT is well suited for companies with front-line workers who are always on the go but require a single company phone number. In addition, companies in industries with strict compliance mandates, such as financial services and healthcare, will also benefit. A global manufacturer headquartered in Europe—with factories in Asia, a call center in India, mobile/field workers in the United States, and a newly acquired subsidiary in Latin America—was looking to connect its global locations and enable external calling around the world using one UC platform. The company also wanted to interconnect factory and call center workers. The results:,A beverage distributor turned to VMMT to improve productivity by extending Teams to its drivers and sales reps. The results:,VMMT offers several benefits that enterprises should consider. First, VMMT takes the term "unified communications" literally. It's a centralized platform that enables all users—including remote and mobile workers, those on the front line, and people in the office—to access Teams. With the integration of Verizon calling within Teams, VMMT provides a unified business communications experience that is significantly simpler for the worker. VMMT also includes several other features, including the following:,The transition between a simple voice call and Teams is impossible with some systems. VMMT makes it easy to switch between a mobile voice call and a Teams meeting. How often are you in transit for the start of a Teams call and then in the office for the end? This seamless transition eases the disruption. VMMT also simplifies the process of moving from a voice call to a Teams video call. Managing multiple phone numbers can be a challenge. And keeping track of the device where a specific call or voicemail came in can be confusing. Having a single number, unified call history, and voicemail simplifies that. Workers can make and receive calls from the smartphone's native dialer or Teams endpoints using one business-owned mobile number while enjoying the simplicity of a single number across devices. The plethora of devices needed to support all the communication tools mobile workers use can be a liability for companies. VMMT can integrate with a company's compliance recording solution for mobile calls without requiring the purchase of additional apps. VMMT can be managed with corporate mobile device management (MDM) solutions such as Microsoft Intune, which enables SecOps teams to apply security policies directly to the device. Consequently, organizations can extend enterprise-grade business policies across mobile devices. Enterprises can configure devices to make calls appear to come from the organization rather than a user's mobile phone so that their direct numbers are not exposed externally. VMMT can lower costs and eliminate redundancies by consolidating mobile, hybrid, and front-line workers onto one mobile number. This removes redundancies and reduces the costs associated with multiple phone numbers and devices as well as duplicate systems. The ZK Research 2023 Hybrid Work Study shows that workers spend up to 40% of their time simply managing their work. Having one phone number for both mobile and Teams can eliminate a chunk of that inefficiency. With VMMT, when a call comes in on Teams, it rings on the smartphone's native dialer—as well as across laptops, tablets, and desk phones. This enables employees to answer and make Teams calls on the device of their choice and to move a call to another device with no delay. With VMMT, there's no need to have the Teams app open. As a result, workers will miss fewer calls and be more productive. Understanding the availability and location of individual employees is a great advantage when planning meetings or trying to get in touch with perennially mobile workers. VMMT turns a mobile phone into a Teams endpoint, so Teams can update presence based on mobile device status. The pandemic underscored the need for UC solutions, but it also revealed their shortcomings. Even as one of the most successful solutions, Teams has opportunities for improvement. Seamlessly blend- ing the mobile, office, and remote experience has proven challenging. That's where Verizon Mobile for Microsoft Teams comes in as a solution that eliminates some of the most troublesome limitations. There are other solutions that enterprises might consider. So, as a guide, ZK Research has several recommendations on what to look for:,Ensure the solution switches between a mobile voice call and a Teams meeting without skipping a beat. In addition, see if the solution can facilitate moving from a voice call to a video call without interruption. Does the solution offer a single number, unified call history, and voice- mail—all from the smartphone's native dialer? This is critical to reduce complexity and expenses. Does the solution utilize popular MDM solutions that help SecOps teams apply security policies directly to the device? This approach enables both the application of enterprise-grade business policies across mobile devices and compliance recording for mobile calls without additional apps. Make sure the solution you choose has this capability. The business world is hybrid and is never going back to the way it was pre-pandemic. Remote and mobile workers will continue to grow in numbers, so building solutions that can make the life of a road warrior as seamless as possible will be critical. ZK Research has evaluated the VMMT solution and thinks it ticks the right boxes. A wealth management firm chose VMMT to provide a single phone number, shared across all their devices, that employees can use to connect with customers wherever they are. The results:,Zeus Kerravala is the founder and principal analyst with ZK Research. Kerravala provides tactical advice and strategic guidance to help his clients in both the current business climate and the long term. He delivers research and insight to the following constituents: end-user IT and network managers; vendors of IT hardware, software and services; and members of the financial community looking to invest in the companies that he covers. If you are already a Verizon customer, we have several options to help you get the support you need. Choose your country to view contact details. Existing customers, to your business account or . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. 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Learn moreField Force Manager: Workforce Management Solutions
Know what's happening and when with remote teams in the field. Field Force Manager lets you locate, monitor and communicate with mobile workforces for greater visibility and efficiency. Field Force Manager provides greater insights into what's happening in the field with your remote team. Verizon offers application programming interfaces (APIs) that enable you to integrate payroll, invoice, travel reimbursements and other back-office apps and business processes into your mobile workforce management tasks. With improved visibility into your field service operations, you can make better-informed decisions based on up-to-date information to help mobile workers and remote teams stay productive, help improve safety and control costs. Field Force Manager has GPS technology capabilities built in, so you can use its location-based service to determine who's best suited for a job based on proximity, availability and skills—all to shorten routes, control fuel costs, manage overtime and boost customer satisfaction. Coordinate job details with your remote team to help improve on-time arrival rates. Monitor worker hours with mobile timesheets and use digital verification for faster billing. Select the solution to fit your needs with help from our workforce management solutions and productivity experts. Improve time management by reviewing jobs in progress, verifying hours worked and approving timesheets. Assign and dispatch jobs directly to employee mobile devices. Schedule customer visits and manage jobs, timetables and routes. Verify the service performed, provider, receiver, date, time, location and duration. Track inventory, productivity, payroll costs, job performance and service satisfaction. Record reimbursable mileage, parking and tolls, and digitally send data to the office. Record hours, view assignments and collect delivery signatures electronically. Work with a network leader. America's most reliable 5G network¹ U.S. population covered by our 4G LTE network²,by J.D. Power for wireless network quality³,Healthcare, transportation and distribution, construction and government organizations need near real-time insight into what's happening in the field. Your employees, products and services have to be in the right place at the right time to provide the best customer experience. With the right management tools and resources, you can do it. Understand the top benefits of using the Field Force Manager mobile app. Keep your mobile workforce connected and productive with flexible communication tools. Workforce management solutions help you manage workforces deployed in the field, to streamline operations and boost efficiency. Workforce management solutions enable you to:,Field Force Manager helps you:,Mobile workers can use the Field Force Manager app to easily connect to your back-office applications to report job and customer data. The mobile app can also help employees:,Field Force Manager provides near real-time insights, so you can:,Call sales,Chat with us,Have us contact you,Already have an account?
Learn more3 Technologies for Enabling Effective Remote Workforce Management Business
Tech that helps enable effective remote workforce management,Author: Nick Reese,The rise of the remote workforce shows no signs of slowing: 83% of employers , 73% of workers and 42% of remote workers in the next five years. To deliver the employee experience that workers expect, the right remote workforce management technology is a must. When thinking about remote workforce management, your focus should be on technology that helps to replicate the positives of in-person experience. Let's look at a few technologies that can drive collaboration, coordination and communication between remote colleagues. Working together with collaboration software,Just because colleagues are apart doesn't mean they can't work together. Collaboration solutions include:,Keeping track with project management tools,With your people spread far and wide, a of remote workforce management can be understanding who has done what. Tools like Jira, Asana and Monday provide complete visibility into project status and employee tasks. This enables employees to easily communicate and stay informed about each project and every step, ensuring the relevant conversations, notes, requests for edits and approvals are tied to the project for the entire team to reference instead of being stuck in someone's inbox. Project management tools also facilitate within a broader team's work, helping managers determine which staff are performing at what levels. Further, by facilitating real-time accurate reports at the push of a button, managers can spend less time talking with staff to find out what's happening and more time on how things can be improved. Enabling communication no matter where,A remote workforce means each employee needs to be able to effectively reach out to colleagues, customers and partners —and be reachable themselves—. Instant messaging is a , particularly for remote workforce management. It helps resolve business concerns faster by reducing back-and-forth phone calls or emails (and resultant waiting times). When used appropriately, it also facilitates a greater sense of camaraderie between team members by allowing them to have conversations that might have previously been discussed around the water cooler. have a range of features to enable meaningful collaboration. Examples include:,Unified communications solutions like,Verizon is a trusted communications partner that can help you simplify remote workforce management. for everything you need to know about adapting to a flexible workplace, evolving toward anywhere work and enhancing the employee experience. If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. . * Indicates a required field. We will follow up from your contact request using the information provided. Choose your country to view contact details. Manage your account or get tools and information. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
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